Customer Care Senior Officer
2 months ago
Customer Care Senior Officer
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 settling to work with Customer Care Manager execute Customer Project/Program and implement process improvement to increase customer experience & engagement, supporting the achievement of NPS/ CSAT targets in line with PVA Strategic goals
**Customer Care Program/Project**:
- Collect and analyze customer data to deep understanding customer journey, insights and customer behavior
- Propose and implement customer care projects, initiatives and programs aimed at enhancing the customer experience.
- Monitor the progress of customer care initiatives and programs and prepare relevant reports to track performance and outcomes.
- Implement survey to gather and analyze customer feedback to continuously improve customer care strategies and programs
**Prudential Loyalty Program PRURewards**
- Execute PRURewards program to ensure VIP customer satisfaction, such as diversify deal portfolio, PRURewards redemption experience,...
- Keep track of the program and prepare relevant reports to track performance
**Process Improvement**:
- Understand internal system, workflows, and processes.
Review and propose revised or new processes, workflows or system enhance to increase interaction and engagement rates for targeted customer groups...
Job ID 24090074
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