Assistant Manager, Customer Engagement Centres Advocate

Assistant Manager, Customer Engagement Centres Advocate 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.

Responsible to handle walk-ins, live-chats, emails or outbound telephone calls relating to enquiries,
issues or complaints from customers about Prudential's products and services, in delivery of consistent exceptional Pruexperience, care & quality and fulfillment of Service Levels.

• 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.
• Liaise with other units and departments to resolve customers' issues.
• Keep up to date with new or enhanced products / services in order to maintain a high level of quality service to customers.
• 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.

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 Job ID 24080450