Customer Service Recovery Senior Specialist (Chuyên viên cao cấp Giải quyết khiếu nại)

3-6 years
Job Description



At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities. We strive to build a business that can shape, an inclusive workplace where ideas are valued and a culture where can thrive together. Our people stay connected and tuned in to what's happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.- Ensure complaints from customer are resolved quickly, fairly, in a professional and effective manner.
- Perform quality assurance to complaint handled by frontline team,
- Finding out root cause of the problems and coordinate with various business partners to arrange solutions.
- Work collaboratively with other departments on service resolution initiatives to eliminates obstacles and minimize its recurrence.
- Other duties assigned by line manager.
Job Responsibilities

  • Ensure all complaints received are fully addressed and recorded in Complaint Management System:
  • 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).
  • 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)
  • 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.
  • Gather information & data statistics on complaints including root cause analysis as well as recommended solutions for Management's review and evaluation.
  • Take initiative steps to address issues that is affecting the daily operational processes that needs corrective/improving actions.
  • Take ownership in preparing & coordinating reports/working papers for escalation to the Management
  • Provide training/coaching/sharing/being buddy for new commers, front liners or anyone assigned by line managers with a targeted results and timeline.
  • 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)

Job Requirements
Qualifications
  • University graduated or above
  • Advantage: graduated in major of Economic, Business Administration, Finance.

Experiences
  • Over 3 years experience in customer services
  • Good understanding and experience in handling customer's queries/complaint face to face or over the phone

Knowledge and skill set
  • Excellent customer services skills
  • Customer Centricity mindset
  • Good written & verbal communication & negotiation skill
  • Able to work independently and under pressure, adaptable, carefully and tactfully
  • Time management,
  • Analytical thinking
  • Efficient supervisory skill
  • Basic command in English for both reading & writing.

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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