Customer Care Senior Specialist (Chuyên viên cấp cao Chăm sóc Khách hàng)

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

. Customer Care Senior Specialist is responsible for implementing and managing customer care programs, ensuring smooth operations of BAU (Business-As-Usual) activities, and optimizing systems and processes to deliver exceptional customer experiences. This role focuses on supporting customers with PRURewards-related inquiries, maintaining operational accuracy, and driving automation and digitalization initiatives.

Job Responsibilities

Customer Care Program Execution

. Implement customer care programs to enhance customer engagement and satisfaction.

. Provide timely support to customers on system issues and inquiries related to the PRURewards Program (points, tiers, and redemption processes,).

. Execute daily BAU tasks such as: Health Check of systems and processes, Redemption Reconciliation to ensure accuracy of transactions.

. Manage customer communication by sending SMS/ZNS/Emaol/Notifications through the PVA communication system.

Data, Report, System & Process Optimization

. Monitor and analyze system performance, operational processes, and reporting accuracy.

. Identify opportunities for automation and digitalization to improve efficiency, reduce manual workload, and minimize operational costs.

. Collaborate with cross-functional teams to implement enhancements and ensure data integrity.

Job Accountability /

Implement Customer Care Program

Execute BAU Activities (Health Check, Redemption Reconciliation, SMS)

- tNPS PRURewards

- Retention Rate

- Timely execution of customer care initiatives as per plan

Support Customers on PRURewards Issues

Performance measures/

- TAT for PRURewards inquiries within SLA (e.g., 95% within 24 hours).

Monitor & Optimize Systems and Processes

Reporting & Data Accuracy

- System performance

- Timely submission of reports

- Data accuracy

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.