Customer Resolution
1 week ago
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.
In this role, you will be responsible for providing customer resolution and fulfilment support to our Enterprise Business customers and Financial Consultants. Reporting to the Team Lead of Enterprise Business Operations, you will collaborate closely with internal stakeholders to create a positive service experience and uphold brand image.
- Handle customer feedback/escalation cases from customers and/or referred by regulators and sales channels by conducting thorough investigations/checks and offering effective solutions.
- Manage queries and request of Enterprise Business value added services (VAS) and facilitate VAS appointment requests from Enterprise Business customers and ensuring timely responses that meet Service Level Agreement and meet the KPIs.
- Regular monitoring of Enterprise Business mailboxes for handling of all queries and appointment requests received via our website and Contact Centre.
- Coordinate with various stakeholders across the organization to resolve customer feedback and address any issues promptly.
- Work closely with PRUPanel Connect (PPC) team to ensure service delivery with partner healthcare institutions and prepare healthcare partners reports.
- Deliver high-quality customer service by promptly and professionally reviewing, assessing and responding to inquiries.
- Support the Team Lead to continuously review processes, identifying service gaps and implementing process improvements.
- Acquire comprehensive knowledge of insurance products (and their functionalities / technicalities) and operational processes to effectively address customer inquiries withing agreed service levels.
- Adhere strictly to the company’s code of conduct and comply with standard operating procedures for customer data privacy and protection.
- Participate in product training sessions as necessary.
- Assist with any adhoc admin duties as per required.
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