Executive, Contact Centre
Prudential Services Asia
Date: 19 hours ago
City: Kuala Lumpur
Contract type: Full time

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.
Job 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:
The essential duties and responsibilities for the incumbent are as per below
Job 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.
The essential duties and responsibilities for the incumbent are as per below
- Deliver world class customer service via telephone
- Provide a polite, professional and accurate response
- Manager customer's expectations and display ownership for customer's requests
- Liaise with appropriate departments to resolve issues brought up by customers
- Keep up-to-date on new or enhanced products / services in order to maintain a high level of quality service to customers
- Support Team Leader and Managers to continuously review processes, identify and resolve service gaps through constructive feedback and implement process improvements where appropriate
- Undertake any other works and duties allocated by management as and when required
- At least Diploma or Degree in any field from a recognized college or university.
- Preferably 1 year of working experience in a call center and/or customer service role in the servicing industry.
- Experience in handling international calls will be an added advantage.
- Fresh graduates who are looking for challenges in customer service are encouraged to apply.
- Good command of spoken and written English. Ability to speak and write Mandarin and/or Chinese dialects is an added advantage.
- Good voice, clear pronunciation, good diction and able to vary intonation with empathy and good listening skills.
- Enthusiastic, self-motivated and able to succeed in a fast pace customer focus environment.
- Pleasant, patience and self-discipline.
- Successful candidates will be provided with comprehensive training in Malaysia and/or Singapore.
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