Executive, Contact Centre

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.

PURPOSE The incumbent is responsible to provide an efficient and a high quality telephone servicing facility to customers (agents and policyholders) by meeting and exceeding their expectation. To achieve the following Key Performance Indicators (KPI) as a team:     Financial – Ensure the team achieves Service Level Agreements (SLA) and maintain cost effective management.     Customer – Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations.     Operational Performance – To satisfy our customers and shareholders, to excel in business process.     People – To achieve our goals and contribute to organization learning and innovation process. ORGANIZATION CONTEXT The complexity of the insurance business requires the incumbent to acquire a thorough knowledge of the different insurance products (and their functionalities/technicalities) and operational process to ensure customers’ enquiries are resolved in accordance with agreed Service Level (SL). The incumbent also required to work closely with the CC Management team and other operations departments in delivering excellent service quality to customers. KEY ACCOUNTABILITIES AND RESPONSIBILITIES Key accountabilities are the areas in which the incumbent is expected to produce results on a continuing basis and should include the action that is taken and the area the action impacts on. As listed below are the key accountabilities for a Customer Service Representative (CSR):     Average Handling Time (AHT)     Attendance     Punctuality     Customer Satisfaction Survey     Call Quality     Test/Assessment     SL     Calls Abandon The essential duties and responsibilities for the incumbent are as per below: 1.    Respond to incoming telephone calls, identify, meet, and exceed caller’s expectations in a timely manner.  Provide an excellent customer service experience consistently and giving the accurate response in accordance with agreed service standards. a.    CC KPIs (SL, abandon rate, handling time and schedule adherence). b.    To provide excellent customer service experience to the customers consistently. c.    To achieve individual and team KPIs. 2.    Promptly and accurately complete all related administrative activities, in accordance with relevant service standards and to the customers’ satisfaction. a.    Timeliness in completing all administrative activities that is within the SLA. b.    To achieve good ratings of customer satisfaction survey as a team. c.    Follow call resolution procedures. 3.    Must be able to manage customer’s expectations and displayed ownership of customer’s request. a.    Creation of service tickets within the same day. b.    100% usage of Customer Relationship Management (CRM) system to escalate cases. c.    Ensure only genuine escalation to relevant department. d.    Advice customer of the solution offered and expected resolution time as per SLA. e.    Take ownership of his/her case until complete resolution is achieved by follow up and follow through to ensure customer needs and expectations are met. f.    Works as a team, building rapport and trust, to ensure customer service is not hampered. 4.    Liaise with appropriate departments in the organization to resolve issues brought up by customers. a.    Ensure service tickets are created and assigned to the appropriate departments for further