Job Description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The incumbent is responsible to handle walk-ins, live-chats, emails or outbound telephone 
calls relating to enquiries, issues or complaints from customers about Prudential’s products 
and services, in delivery of consistent exceptional PRUexperience, care & quality and 
fulfillment of Service Levels.

• Deliver the best ‘first impression’ and consistent exceptional PRUexperience to 
customers across all channels
• Ensure customers are given meaningful updates for non-FCR cases handled by 
Customer Engagement Centres
• Ensure complex customer’s needs are fulfilled by performing timely escalation and 
proper handover of non-FCR cases 
• Handling to walk-ins, live chats and outbound customer telephone calls in a polite 
and professional manner.
• Identifying customer’s needs and providing accurate responses in accordance with 
agreed quality, compliance and service level standards.
• Prompt and accurate in completing all related administrative activities, in 
accordance with relevant service standards and to the customers’ satisfaction.
• Interaction in fulfilling customer simple to medium complex enquiry.
• Authority limit on identify processes.
• Empower to make simple and straight forward decision.
• Managing and maintaining data integrity in all systems used.
• Liaise with other units and departments to resolve customers’ issues.
• Keep up to date with new or enhanced products / services in order to maintain a 
high level of quality service to customers.
• Undertaking outbound customer relationship management calls as and when 
appropriate.
• Recording and preparing any statistics or information required by Management.
• Supports Management in continuously reviewing processes, identifying and 
resolving service gaps through constructive feedback, and implementing process 
improvements where appropriate.
• Performs any other job-related duties and projects as assigned by superior.
• Participate in adhoc projects and manages the development of key Customer 
Engagement innovations.

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 individual physical or mental health requirements.

Job Requirements