Hotline Specialist

Role Summary

Act as Prudential's service professional, to provide the best-in-class customer service via hotline, to handle and resolve customers enquiries and request on life and health insurance products in a professional manner with tactful service skills.

Job Description

• Provide and process information through systems and other departments, in response to provider/ customer / sales channel's enquiries about doctor booking, pre-authorization, direct billing services according to company service standard and in professional manner with tactful customer service skills.
• Arrange follow up call or WhatsApp/WeChat text to follow up and respond to provider / customer/ sales enquiry / request / feedback which received via other touch points, such as sales channel, email, letter, live chat etc.
• Handle and resolve customer's special request and feedback, conduct simple investigation and fact finding, then propose solution to team manager for review and approval before reverting to customer.
• Support company initiatives by promoting different types of self-services, and any ad hoc task to achieve the desired result of business objectives.
• Participate in team meetings and training to ensure up-to-date knowledge and information to handle different types of enquiries.

Qualifications and Experience

• University graduate / HKDSE / HKALE / HKCEE / diploma qualification
• Experience in Customer Call Centre / Service Centre
• Experience in insurance or financial industry will be an advantage
• Good telephone manner and service attitude, able to follow company guidelines and adhere to service quality standard to deliver policy enquiry service Skills/Knowledge
• Good command of written and spoken English and Chinese (incl Mandarin and Cantonese)
• Proficiency in Microsoft Office
• Positive, pro-active and customer oriented
• Good interpersonal skills
• Good analytical and problem-solving skills
• Good stress management, able to work independently and deal with difficult situations in a friendly manner
• Flexible and able to adapt changes