Senior Officer / Officer, Customer Contact Centre (Cantonese Speaker)

Role Summary

Serve as Prudential's frontline service professional, delivering best-in-class customer service through the hotline channel. Handle and resolve enquiries on life and health insurance products with professionalism, accuracy, and tactful communication skills.

Major Responsibilities

• Provide and process information for providers, customers, and sales channels regarding doctor bookings, pre-authorization, and direct billing services, in line with company standards.
• Conduct follow-up calls and respond to enquiries or requests through email, live chat, letters, and sales channels.
• Handle special customer requests and feedback, conduct simple investigations, propose solutions, and update customers.
• Support company initiatives, including promoting self-service tools and completing ad hoc tasks.
• Attend team meetings and training to maintain updated knowledge for handling various enquiry types.

Qualifications & Experience

• University graduate / Diploma / HKDSE / HKALE / HKCEE qualification.
• Minimum 5 years experience in a Customer Call Centre or Service Centre.
• Experience in insurance or financial services is an advantage.
• Strong telephone etiquette and adherence to service quality standards. Skills & Knowledge
• Good command of English and Cantonese
• Proficient in Microsoft Office.
• Positive, proactive, and customer-oriented mindset.
• Strong interpersonal and communication skills.
• Good analytical and problem-solving abilities.
• Able to manage stress and work independently.
• Adaptable and flexible with changes.
• Knowledge of pre-authorization assessment processes.
• Able to work 24/7 rotating shift schedules, including overnight duty.