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

2-3 years
Job Description



Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.This role is settling to work with Customer Care Manager execute the Customer Care Strategy via proposal campaigns and activities related to customer care and engagement and supporting the achievement of NPS/ CSAT/ CES growth targets in line with PVA Strategic goals
Vai tr ny c gii quyt lm vic vi Qun l chm sc khch hng thc hin Chin lc chm sc khch hng thng qua cc chin dch xut lin quan n vic trin khai chng trnh chm sc khch hng v gi mi lin h vi khch hng v h tr t c cc mc tiu tng trng & ph hp vi cc mc tiu chin lc ca PVA
Job Description:
Customer campaign & activities management

  • Analyze and identify the right targeting customer to propose campaign to improve customer satisfaction
  • Provide action plans, proposal activities to increase the customer experiences
  • Prepare communication contents and idea for campaigns
  • Coordinate and work closely with other functions for better communication and campaign deployment/ execution
  • Review and propose revised/ new process, workflow to increase the interaction & engagement rate for targeted customer groups
  • Improve and diversify rewards (gift/code/deal) on PRURewards to make deal more interesting and relevant to different customers needs, develop new merchant & deal to serve all kind of VIP in countrywide
  • Identify customer insight for better communication via touchpoints (directly to customer, via sales channels, via over the counter, customer service team )
  • Cung cp cc k hoch v hot ng xut tng mc tri nghim ca khch hng theo nm
  • Phi hp cht ch vi cc phng ban khc truyn thng v trin khai / thc hin chin dch tt hn
  • Xem xt v xut sa i quy trnh tng t l duy tr cho cc nhm khch hng mc tiu
  • Phn tch tnh hnh duy tr khch hng v xc nh ng khch hng mc tiu xut chin dch nhm ci thin hiu sut duy tr khch hng theo nm
  • Chun b ni dung v tng truyn thng cho cc chin dch
  • Phi hp cht ch vi cc phng ban khc truyn thng v trin khai / thc hin chin dch tt hn
  • Xem xt v xut sa i quy trnh hoc to quy trnh mi tng t l duy tr cho cc nhm khch hng mc tiu
  • Ci thin v a dng ha cc hng mc trn PRURewards tang yu thch v ph hp nhu cu khch hng trn ton quc
  • Xc nh thng tin chi tit ca khch hng giao tip tt hn qua cc im tip xc (trc tip vi khch hng, qua cc knh bn hng, qua quy, knh chm sc khch hng)

Reporting and data analysis
  • Pre and post evaluate campaigns for better proposal/ improvement plan to care customer
  • Find new opportunities within data for activities customization
  • Gathering and analyzing data to understand your customer base and coming up with suggestions for improving the existing care plan
  • nh gi chin dch trc v sau xut v c k hoch ci tin tt hn chm sc khch hng
  • Tm c hi mi trong d liu cho tng nhm khch hng khc nhau
  • Thu thp v phn tch d liu hiu c s khch hng ca bn v a ra cc xut ci thin k hoch chm sc & duy tr hin c

Job Requirements:
Qualifications:
  • University degree
  • At least 2 - 3 years of experience in customer service, experience in customer activities and campaign proposal and deployment
  • Experience in customer service activities from all industry
  • i hc
  • t nht 2 - 3 nm kinh nghim trong dch v khch hng
  • C kinh nghim v dch v khch hng trong cc ngnh

Skill and knowledge
  • Understand Life Insurance market is an advantage
  • Ability to manage conflict, pressure
  • High agility to change (innovation mindset)
  • Strategic thinking and customer excellence mindset
  • Demonstrate to work across the organization and drive continuous improvement.
  • Communicate well in Vietnamese and English (spoken and written)
  • Hiu th trng bo him nhn th l mt li th
  • Kh nng qun l xung t, p lc
  • Nhanh nhn thay i (t duy i mi)
  • T duy chin lc v t duy xut sc ca khch hng
  • Chng minh lm vic trn ton t chc v thc y ci tin lin tc.
  • Giao tip tt bng ting Vit v ting Anh (ni v vit)

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 special requirements.

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Prudentialplc provides life and health insurance and asset management, with a focus on Asia and Africa. We help people get the most out of life, by making healthcare affordable and accessible and by promoting financial inclusion. We protect people's wealth, help them grow their assets, and empower them to save for their goals. The business has more than 18 million life customers in Asia and Africa.Prudential has been providing trusted financial security for 95 years and is listed on stock exchanges in London, Hong Kong, Singapore, and New York. We are proud to be included in the 2022 Bloomberg Gender Equality Index. The index measures gender equality across five pillars: female leadership and talent pipeline, equal pay and gender pay parity, inclusive culture, sexual harassment policies, and pro-women brand. Our inclusion in this global index is testament to our commitment to nurturing diverse talent. #BloombergGEI . Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.

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