Customer Resolution Senior Specialist (Chuyên viên Cao cấp Giải quyết Khiếu nại Giao dịch Bảo hiểm)

2-5 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 to/ V tr ny mc ch :
. Ensure complaints from customer are resolved quickly, fairly, in a professional and effective manner
m bo cc khiu ni ca khch hng c gii quyt nhanh chng, cng bng, chuyn nghip v hiu qu

. Finding out root cause of the problems and coordinate with various business partners to arrange solutions
Tm ra nguyn nhn gc r ca cc vn v phi hp vi cc i tc kinh doanh khc nhau sp xp cc gii php

. Work collaboratively with other departments on service resolution initiatives to eliminates obstacles and minimize its recurrence
Phi hp lm vic vi cc b phn khc v cc sng kin gii quyt dch v loi b cc tr ngi v gim thiu s ti dinJob Responsibilities


  • Ensure all complaints received are fully addressed and recorded in Complaint Management System:

m bo tt c cc khiu ni nhn c u c gii quyt y v c ghi li trong H thng Qun l Khiu ni

  • Be responsible for handling & resolving customers complaints received via internal or external sources (PVA contact center, Customer email, as well as through regulatory bodies, i.e: BNM, OFS, LIAM and any government bodies).

Chu trch nhim x l v gii quyt cc khiu ni ca khch hng nhn c thng qua cc ngun ni b hoc bn ngoi (trung tm lin h PVA, email ca Khch hng, cng nh thng qua cc c quan qun l v bt k c quan chnh ph no).

  • Obtain necessary information /updates from other departments for the resolution of the complaint. Ensure complaint handling are in accordance to the existing regulations and guidelines (SOP, Regulations and Laws)

Nhn thng tin / cp nht cn thit t cc b phn khc gii quyt khiu ni. m bo vic x l khiu ni tun theo cc quy nh v hng dn hin hnh (SOP, Quy nh v Lut)

  • Handle significant complaints effectively to prevent any potential financial, media or any other business crisis for PVA. Ensure an official reply is provided to the complainant and policyholder on company's decision and findings within committed timeline

X l cc khiu ni ng k mt cch hiu qu ngn chn bt k cuc khng hong ti chnh, phng tin truyn thng hoc bt k cuc khng hong kinh doanh no khc i vi PVA. m bo tr li chnh thc cho ngi khiu ni v bn mua bo him v quyt nh v pht hin ca cng ty trong thi hn cam kt.

  • Gather information & data statistics on complaints including root cause analysis as well as recommended solutions for Management's review and evaluation

Thu thp thng tin & thng k d liu v cc khiu ni bao gm phn tch nguyn nhn gc r cng nh cc gii php c xut Ban Gim c xem xt v nh gi.

  • Take initiative steps to address issues that is affecting the daily operational processes that needs corrective/improving actions

Thc hin cc bc ch ng gii quyt cc vn ang nh hng n qu trnh hot ng hng ngy cn cc hnh ng khc phc / ci tin

  • Provide reports and data analyzing for the assigned team Undertake and complete other assignments as determined by the direct report or department head (if any)

Cung cp bo co v phn tch d liu cho nhm c giao m nhn v hon thnh cc cng vic khc theo quyt nh ca bo co trc tip hoc trng b phn (nu c)Job Requirements / Yu cu:

  • College graduated or above/ Tt nghip cao ng tr ln

  • Advantage: graduated in major of Economic, Business Administration, Finance/ Tt nghip chuyn ngnh Kinh t, Qun tr kinh doanh, Ti chnh l li th

  • Over 02 years experience in customer services or complaint handling / Hn 02 nm kinh nghim trong dch v khch hng hoc x l khiu ni

  • Good understanding and experience in handling customer's queries/complaint face to face or over the phone/ Hiu bit tt v c kinh nghim trong vic x l cc thc mc / khiu ni ca khch hng trc tip hoc qua in thoi

  • Excellent customer services skills / K nng dch v khch hng xut sc

  • Good written & verbal communication & negotiation skill/ K nng m phn v giao tip bng vn bn & bng li ni tt

  • Able to work independently and under pressure, adaptable, carefully and tactfully/ C kh nng lm vic c lp v chu p lc, thch ng tt, cn thn v kho lo

  • Time management. Analytical thinking. Efficient supervisory skill/ Qun l thi gian, T duy phn tch / K nng gim st hiu qu
  • Basic command in English for both reading & writing. c hiu v vit ting anh c bn

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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