Prudential

Manager, Customer Care Counter

Prudential
Full Time
Senior (6-10 years)
Bachelor
English, Cantonese, Mandarin (Putonghua)

Job Description

Manager, Customer Care Counter

Location: Hong Kong

Role Summary

Lead the Customer Service counter team to deliver a high standard of service for customers and distributors by overseeing day to day implementation effectively and efficiently

 

Responsibilities

1. Lead the Customer Counter team to ensure delivery of high quality results that would improve customer satisfaction, company reputation and standard of fulfilling regulatory requirement. Includes resource management particularly team development, talent pipeline and retention

2. Ensure the achievement of Customer Service performance KPIs (wait time, handling time, etc) by providing regular monitoring, coaching and training

3. Provide advice and solutions to staff to resolve customer feedback cases thru effective discussion in timely manner

4. Assist in identifying service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point thru collecting teammates’ sharing and feedback and proactively drive relevant departments (e.g. Policy Administration, Claims, Marketing, IT…etc) to improve customer experience

5. Assist in improving operational efficiency and organizational effectiveness by challenging work practices and present opinions and recommendations on changes and initiatives to management

6. Motivate and develop staff to build a high morale team so as to deliver top performance and to meet department objectives

7. Assist department in creating valued added strategy to uplift service quality and to strengthen support to sales channels by implementing new initiatives for the purpose of generating more new business

 

Requirements

1. University graduate with FLMI & ACS

2. At least 7 years of experience in Custome Service Operations, in which 3 years in supervisory role

3. Solid working experience in customer service environment with compliant management exposure

4. Strong customer Service experience with different channesl and customer segments

5. Excellent written/spoken English & Chinese (including Mandarin)

6. Good analytical and problem solving skills

7. Strong interposonal skills and enjoy to work with people of diverse backgrounds

8. Able to work independently under pressure and deal with difficult situations in a friendly manner


Professional Qualifications

  • Fellow, Life Management Institute (FLMI)

Technical Skills

  • Claims
  • Customer Service
  • Marketing
  • Sales