Customer Service Solution Senior Specialist
5 days ago
Customer Service Solution Senior Specialist
Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
This role is to deliver all company level/strategic and CS KPIs, including best-in-class customer experience at new service channel as General Agency/ CSC/CEC/ PruVenture, Banca,.....
- Assist partners (General Agency, Bancassurance, Bank partners) in conducting daily business activities, measuring business efficiency, and providing business solutions.
- Detect customer service issues, determine the cause of the problems and select the best solution to solve problem.
- Work with the Customer Service/ relevant departments to ensure successful deployment of the solutions.
- Responsible for customer retention activities under management zone to achieve the business goals, cluding: premium collection, conservation, policy maturity, and management of orphaned customers.
- Monitor the implementation of Customer Retention Strategy through all relevant partners: General Agency, Bancassurance, Bank partners in the province / city under management.
- Lead the coordination process for Customer Care's campaigns/initiatives in the management zone.
- Regularly visit General Agency/ Pruventure Offices to provide timely solutions/advice in terms of customer service activities including frequent training and guidance for Pru planners/ Business Development Managers to ensure delivery of services excellence under PVA standards, including one door services and customer service recovery.
- Act as the main contact point between business partners (Bancassurance, Bank partners Pruventure) and CS, regarding all Customer Service issues as well as other supporting tasks.
- Coordinate with other departments to ensure the implementation of all projects, action plans related to Customer Experience and Customer Retention strategies under Customer Service Department on schedule.
- Lead service recovery and complaint handling activities at frontline. Coordinate with GAD, Bank Partner and other departments and local authorities to assist in handling complaints, incidents / conflicts... occurring at GA/Bank.
Requirement:
**Qualifications**:
- College or BA degree, majors: Economics, Banking or Foreign Trade or Service industry
- Knowledge and skill
- Business Commercial acumen
- Critical thinking and sound judgement
- Advanced communication
- Relationship building
- Demonstrations of core values: Empathetic, Curious, Nimble, Courageous and Ambitious
- Complaint Handling
Job ID 24050176
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