Customer Service Solution Senior Specialist

Prudential’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.

This role is to deliver all company level/strategic and CS KPIs, including best-in-class customer experience at new service channel as General Agency/ CSC/CEC/ PruVenture, Banca,…..

• Assist partners (General Agency, Bancassurance, Bank partners) in conducting daily business activities, measuring business efficiency, and providing business solutions.
• Detect customer service issues, determine the cause of the problems and select the best solution to solve problem.
• Work with the Customer Service/ relevant departments to ensure successful deployment of the solutions.
• Responsible for customer retention activities under management zone to achieve the business goals, cluding: premium collection, conservation, policy maturity, and management of orphaned customers.
• Monitor the implementation of Customer Retention Strategy through all relevant partners: General Agency , Bancassurance, Bank partners in the province / city under management.
• Lead the coordination process for Customer Care’s campaigns/initiatives in the management zone.
• Regularly visit General Agency/ Pruventure Offices to provide timely solutions/advice in terms of customer service activities including frequent training and guidance for Pru planners/ Business Development Managers to ensure delivery of services excellence under PVA standards, including one door services and customer service recovery.
• Act as the main contact point between business partners (Bancassurance, Bank partners Pruventure) and CS, regarding all Customer Service issues as well as other supporting tasks.
• Coordinate with other departments to ensure the implementation of all projects, action plans related to Customer Experience and Customer Retention strategies under Customer Service Department on schedule.
• Lead service recovery and complaint handling activities at frontline. Coordinate with GAD, Bank Partner and other departments and local authorities to assist in handling complaints, incidents / conflicts ... occurring at GA/Bank.

Requirement:

Qualifications
• College or BA degree, majors: Economics, Banking or Foreign Trade or Service industry
• Knowledge and skill
• Business Commercial acumen
• Critical thinking and sound judgement
• Advanced communication
• Relationship building
• Demonstrations of core values: Empathetic, Curious, Nimble, Courageous and Ambitious
• Complaint Handling

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.