Customer Service Specialist

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.

Responsible in delivering high-quality customer service via email, handling complex queries with professionalism and accuracy. You manage escalations, collaborate with internal teams to resolve issues, and support process improvements-all while maintaining service excellence in a fast-paced environment.

Job Description:

• Manage high-volume and high-priority email communications with accuracy and professionalism.
• Handle escalations promptly and ensure timely resolution.
• Collaborate with internal departments to resolve queries and escalations efficiently.
• Monitor response times and ensure adherence to service level agreements (SLAs).
• Perform additional responsibilities as required to support team operations and service excellence.

Who we are looking for:

Competencies & Personal Traits:

• Strong written communication and language flair
• Resilient, analytical and self-motivated
• Curious and proactive in suggesting enhancements to email resolution techniques
• Able to manage stress from high email volumes and tight deadlines
• Willing to support initiatives and projects beyond core responsibilities
• Fast learner with capable of identifying root causes and proposing solutions

Working Experience:

• At least 2-3 years of experience in email correspondence or customer service.
• Knowledge in Lifeasia, CRM and communication tools is an advantage
• Knowledge in financial or insurance products is an advantage
• Digitally savvy and proactive in identifying and implementing improvements to email resolution techniques, enhancing response efficiency and customer satisfaction

Education

• Degree holder/ Diploma holder in any discipline

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.