Prudential

Assistant Manager, Customer Relations

Prudential
Full Time
Intermediate (3-6 years)
Bachelor
English, Cantonese, Mandarin (Putonghua)

Job Description

Assistant Manager, Customer Relations

Location: Hong Kong

Responsibilities

  • Resolve the customer feedback cases assigned by the manager from regulatory bodies, sales channels, staff and customers by offering options and solutions
  • Handle correspondences enquiries via fax, email and letter within company KPI
  • Identify service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point through complaint investigation and discuss with the Manager to drive relevant departments to improve customer experience
  • Conduct UAT on system enhancement (CFS and Prulife) and feedback to CS Operations Excellence Team to ensure the completeness and accuracy of the enhancement
  • Assist in preparing monthly reports for customer feedback cases progress to Sales Channels and Compliance

 

Requirements

  • University graduate
  • At least 5 years of experience in Custome Service Operations
  • Solid working experience in customer service environment in insurance and finance industry
  • Excellent written/spoken English & Chinese (including Mandarin)
  • Good analytical and problem solving skills
  • Able to work independently under pressure and deal with difficult situations in a friedly manner

Technical Skills

  • Complaint Handling
  • Compliance
  • Customer Service
  • Faxing
  • Sales
  • User Acceptance Testing