Customer Success Senior Specialist (Chuyên viên Cấp cao Trải nghiệm và ộ Hài lòng Khách hàng)

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 job focuses more on the communications side of the customer experience. They are directly involved in reviewing customer feedback and planning improvements based on it. Their specialty is getting to the root of customer complaints and feedback and creating holistic solutions, as well as getting out in front of problems before the customer notices them.

V tr ny tp trung nhiu hn vo kha cnh truyn thng ca tri nghim khch hng. H trc tip tham gia vo vic xem xt phn hi ca khch hng v lp k hoch ci tin da trn cc vn . Chuyn mn ca h l x l cc khiu ni v phn hi ca khch hng v to ra cc gii php ton din, cng nh gii quyt cc vn trc khi khch hng nhn thy chng.
Job Responsibilities:

  • Collect all feedback of customer through complaint handling activities and review process and procedures to improvement and fix issued thus optimize the customer experience
  • Implement programs around improving the customer experience and getting ahead of customer complaints and feedback based on customer success strategy or KPI

Thc hin cc chng trnh xoay quanh vic ci thin tri nghim khch hng v gii quyt cc khiu ni v phn hi ca khch hng da trn chin lc thnh cng ca khch hng hoc KPI
  • Manage in multiple phases of the customer lifestyle to have a bird's eye perspective
  • Develop more than processes & procedures to facilitate interaction and workflow between departments, including third-party service providers to ensure delivery service and benefit to customer
  • Prepare necessary documentation or reports for client to demonstrate performance of customer campaigns analyze trends in CSAT/NPS/CES scores to identify areas of improvement
  • Work with CX marketing or other departments team to drill customer references and develop case studies

Job Requirements:
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.

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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