Assistant Vice President, Customer Service
2 weeks ago
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.
Manage customer service and business preservation team and aim to provide excellent customer service and to promote this idea throughout the organization.
- Direct and manage the customer service team to deliver customer service excellence across voice and non-voice channels, complaint handling, welcome call and premium collection call
- Monitor the effectiveness and productivity of customer service team and ensure the appropriate processes are implemented and adhered to
- Forecast and plan to maintain service level and abandoned rate throughout periods of high demand and in different interval period
- Improves customer service quality results by studying, evaluating, re-designing processes and implementing changes
- Identifying customer service trends, determining and implementing digital services
- Review complaint handling process and come up with the process improvement
- Resolve complex complaints referred from customer service manager
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