Customer Service Resolution Specialist

2 weeks ago


Singapur, Singapore Prudential plc Full time
Customer Service Resolution Specialist

At Prudential plc, we're committed to delivering exceptional customer experiences. As a Customer Service Resolution Specialist, you'll play a vital role in ensuring our Enterprise Business customers and Financial Consultants receive the highest level of support.

Key Responsibilities:
  • Investigate and resolve customer feedback and escalation cases in a timely and effective manner, ensuring compliance with Service Level Agreements and Key Performance Indicators.
  • Collaborate with internal stakeholders to create a positive service experience and drive process improvements.
  • Work closely with the PRUPanel Connect team to ensure seamless service delivery with partner healthcare institutions.
  • Support the Team Lead in reviewing processes, identifying service gaps, and implementing process improvements.
  • Develop comprehensive knowledge of insurance products and operational processes to effectively address customer inquiries.
  • Adhere to the company's code of conduct and comply with standard operating procedures for customer data privacy and protection.
  • Support initiatives and enhancement projects to improve business processes and systems.
  • Collect and analyze data to identify issues and determine financial impact, developing actionable opportunities.
  • Support and review UAT test plans/results and work closely with stakeholders to resolve issues and defects.
  • Prepare user guides and provide training to end-users on implemented solutions.

We're looking for a skilled and detail-oriented individual to join our team. If you're passionate about delivering exceptional customer experiences and driving business process improvements, we encourage you to apply.



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