Customer Service Consultant

7 days ago

Singapore Prudential plc Full time

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, 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 attend to and provide professional assistance to all customers and Financial Consultants on policy enquiries and transactions.

As part of this dynamic role, you will report to the Service Centre Manager, Customer Management and work closely with internal stakeholders to create a positive service experience and brand image for all customers.

**Job Description**:

- Attend to all customers and Financial Consultants and provide professional assistance on policy enquiries and transactions.
- Support in ChatBot related initiatives. This includes, but not limited to, ensuring accuracy of knowledge contents, improving bot’s experience, etc.
- Identify and suggest areas to improve process efficiency.
- Create a positive service experience and brand image for all customers.
- Work with different business units to provide a one stop solution to the customers.
- Effectively resolve feedback or issues raised by customers or financial consultants.
- Conduct audit checks on all related processes.
- Document processes, procedures and creates new workflow for new processes.
- Prepare and analyze statistics, reports and information for management.
- Train and guide new staff on the company’s products, procedures and processes.
- Participate in projects in supporting other departments or functions.

Who we are looking for:
Competencies & Personal Traits
- Customer-centric with the ability to work under pressure
- Excellent customer service and communication skills
- Strong command of English, both spoken and written
- Analytical mindset and skills
- Effective in problem solving
- Positive and resilient

Working Experience
- At least 1 year of customer service experience in insurance industry

Education
- Degree in Business Administration/Management

Language
- English
- Mandarin

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