Pulse Service Specialist (Chuyên viên Dịch vụ Khách hàng qua PULSE)

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.Job Purpose / Mc tiu v tr
Pulse by Prudential, is an all-in-one digital app and first-of-its-kind in the region to offer holistic health management to consumers. Using Artificial Intelligence (AI)-powered self-help tools and real-time information, Pulse serves as a 24/7 partner to users, empowering them to take control of their personal health and wellbeing anytime, anywhere.
Pulse by Prudential, l mt ng dng k thut s u tin trong khu vc cung cp cng c qun l sc khe ton din cho ngi dng. L mt cng c hu ch v cp nht thng tin kp thi t s h tr ca Tr tu nhn to, Pulse ng vai tr l i tc 24/7 cho ngi dng, trao quyn ngi dng c th t kim tra sc khe, hiu r hn hin trng c th v hu ch mi lc, mi ni.

This role is to contribute into the success of the Pulse product by building strong Feedback Loop on released features that align with the product's and organization's strategy providing good support services to end users being Pulse's product ambassador for internal team.
Vai tr ny nhm gp phn vo s thnh cng ca Pulse bng cch xy dng h thng phn hi thng qua cc tnh nng c pht hnh ph hp vi cc chin lc ca sn phm v chin lc ca cng ty h tr cung cp tt thng tin cho khch hng l u mi tip nhn thng tin v ng dng Pulse trong ni b cng ty.

This position will be the contact point to serve customers by determining requirements responding inquiries resolving troubleshoot problems fulfilling requests providing information and maintaining database to enhance customer service.
Others: to be assigned by the Line manager or Company's management (if any)
V tr ny s l u mi tip nhn yu cu phc v khch hng bng cch xc nh cc yu cu phn hi thc mc gii quyt s c hon thnh cc yu cu cung cp thng tin v duy tr, theo di c s d liu nng cao cht lng dch v khch hng.
Khc: cc cng vic c ch nh bi cp qun l hoc Ban Gim c (nu c)
Job Responsibilities

• Work with operations teams to collect, prioritize and communicate product-related challenges to be considered by product development team for future.

• Analyze situation and find better solutions to improve effectiveness and efficiency of services operation.

• Answer calls in peak hours and respond to emails/ website/ fanpage to handle customer inquiries. Conduct customer satisfaction survey.

• Provide customers with product and service information, Update existing customer information into system. Follow up with customer calls where necessary

• Register and follow up customer complaints. Identify and escalate priority issues

• Document all call information according to standard operating procedures

Complete call logs and follow quality assurance standard. Produce call reports
Job Accountability /

• To monitor the Pulse app performance to ensure the app is runing smoothly and report all production issues collaborate with Regional team to fix all the production issues following the agreed SDLC and Operation model.
• Proactively gain a full understanding and maintain excellent knowledge of products and services in order to understand customers needs.

• Achieve productivity standards and goals while maintaining high level of customer service, building conversation, patience, and maintaining high

• Receive inbound calls in peak hours with varying degrees of questions or concerns while having the ability to quickly identify a client's request or problem.

• Effectively express empathy and compassion, and take full ownership of the clients satisfaction

• Resolve problems by clarifying issues researching and exploring answers and alternative solutions implementing solutions escalating unresolved problems

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.