Assistant, Contact Center

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.What are we looking for?We are looking for an Assistant, Contact Center to handle inbound customer calls, as well as responding promptly to inquiries received via Facebook Messenger and TelegramBot live chat.What are we expecting from this role?Answer and resolve customer inquiries received through inbound phone calls in a professional and timely manner.Monitor and respond to customer messages via Facebook Messenger and TelegramBot, ensuring consistent service quality across all channels.Accurately log customer interactions and update relevant systems with call and chat outcomes.Provide clear, concise, and empathetic communication to ensure customer satisfaction.Stay updated on product knowledge, service procedures, and company policies including SOP to provide accurate information.Collaborate with team members to share insights and improve service delivery across channels.Comply with SOP guidelines, and propose any area of improvement (if any).Escalate unresolved issues or complaints to the team lead while maintaining ownership of the customer experience.Update the call performance daily to the team lead.Who are we looking for?Fresh graduate or university students in business administration or related fieldProactive, passionate, confident, self-driven, and able to thrive in fast-paced environments while maintaining a focus on quality.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.