PAMB | Executive, Customer Engagement Centres SpecialistPrudential'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.calls relating to enquiries, issues or complaints from customers about Prudential's productsand services, in delivery of consistent exceptional PRUexperience, care & quality andfulfillment of Service Levels.**PRINCIPAL DUTIES & RESPONSIBILITIES**:- Deliver the best 'first impression' and consistent exceptional PRUexperience to customers across all channels- Ensure customers are given meaningful updates for non-FCR cases handled by Customer Engagement Centres- Ensure complex customer's needs are fulfilled by performing timely escalation and proper handover of non-FCR cases- Handling to walk-ins, live chats and outbound customer telephone calls in a polite and professional manner.- Identifying customer's needs and providing accurate responses in accordance with agreed quality, compliance and service level standards.- Prompt and accurate in completing all related administrative activities, in accordance with relevant service standards and to the customers' satisfaction.- Interaction in fulfilling customer simple to medium complex enquiry.- Authority limit on identify processes.- Empower to make simple and straight forward decision.- Managing and maintaining data integrity in all systems used.- Liaise with other units and departments to resolve customers' issues.- Keep up to date with new or enhanced products / services in order to maintain ahigh level of quality service to customers.- Undertaking outbound customer relationship management calls as and whenappropriate.- Recording and preparing any statistics or information required by Management.- Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.- Performs any other job-related duties and projects as assigned by superior.- Participate in adhoc projects and manages the development of key Customer Engagement innovations.**JOB SPECIFICATION**:**1. Qualifications**- Degree in any field from a reputable and recognized university or college, OR- Diploma with at least a year relevant working experience; OR- STPM with at least 2 years relevant working experience; OR- SPM with at least 2-3 years relevant working experience- Minimum typing speed of 20 words per minute.**2. Experience**- Good command of spoken and written English and Bahasa Malaysia.- Ability to speak Mandarin and/or other dialects will be advantageous.- Relevant working experience in a customer engagement centres (branch network) or in servicing industry will be advantageous.**3. Knowledge**- Knowledge in Customer Engagement Centres (branch network) operations involving walk-ins, outbound calls, correspondences and live chat.- Knowledge in insurance industry especially the company's products/ processes and digital technologies will be advantageous.- Fulfil requirement set for Customer Engagement Centre SpecialisJob ID 24040407
