Customer Resolution

3 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.

Job Profile Summary:
In this role, you will attend to and provide customer resolution and fulfilment support to our Enterprise Business customers and Financial Consultants. As part of this dynamic role, you will report to the Team Lead, Enterprise Business Operations and work closely with internal stakeholders to create a positive service experience and brand image for our customers.

**Job Description**:

- Handle feedback/escalation cases from customers and/or referred by regulators and sales channels by conducting thorough investigations/checks and offering effective solutions
- Handle queries and request of EB value added services (VAS) and facilitate VAS appointment requests from EB customers and ensure all requests are attended to within Service Level Agreement and meet the KPI
- Regular monitoring of EB mailboxes for handling of all queries and appointment requests received via website and Contact Centre through phone call
- Liaise with different stakeholders in the organization to resolve feedback/issues brought up by customers
- Work closely with PRUPanel Connect (PPC) team to ensure service delivery with partner healthcare institutions and preparation of healthcare partners report
- Provide quality customer service through reviewing, assessing and providing response in a timely and professional manner
- Support the Team Lead to continuously review processes, identify and resolve service gaps and implement process improvements where appropriate
- Adhere to company’s code of conduct.
- Attend service and product trainings or any other trainings as and where required.
- Adhere to standard operating procedures for customer data privacy and protection.
- To assist with adhoc admin duties as per required

Who we are looking for:
Competencies & Personal Traits
- Strong problem-solving and conflict management skills
- Excellent communication and problem-solving skills
- Customer-centric with ability to work under pressure
- Self-motivated and keen learner

Working Experience:

- At least 3-5 years of relevant customer service experience with insurers or insurance related industry
- With prior experience with employee benefits scheme is desirable

**Education**:

- Degree/Diploma holder

**Language**:

- Strong command of the English language (spoken and written)

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