Customer Service Specialist (PLUK)

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.

Be Customer Obsession Champions by: 

• Functions as first-in-line for non-face to face customer touch point and engagements. 

• Provides accurate and timely response on customer inquiries and requests based on available company’s tools and resources within the standard and communicated Service Level Agreements (SLAs). 

• Collect’s data and performs customer data analysis to recommend value – adding, differentiated solutions/services. 

• Provides customer insights from customer data collection and performs analysis of solutions, gaps, customer research and of competitor’s products and offerings. 

• Resolve’s incident and issue as it arises. 

• Escalates issues/concerns to the appropriate unit/squad of the company. 

• Prepares initial assessment, Transaction Issue Cause Action Resolution needed (TICAR) endorsement and/or Facts of the Case (FOTC) analysis and recommends solutions and Next issue avoidance (NIA). 

• Promotes Digital tools’ utilization to our customers. 

• Ensures accurate ticket categorization, assignment, and endorsements. 

• Ensures that raised production tickets are closed within service level agreement.  

• Provides updates, feedback, and resolution to the customers from time to time. 

• Reviews and assesses Service Request/s raised by the business and ensures development is within committed schedule. 

• Provides inputs for customer solutions powered by data analytics. 

• Promotes and participates in collaborations to address common issues/concerns. 

• Recommends process improvement initiatives. 

• Performs other functions/channel assignment as may be assigned. 

Personalized Service Interactions based on Customer Segment 

• Performs multi-channel roles such as: 

• Receives incoming Inbound Calls 

• Answer incoming calls and assist customers with inquiries or issues. 

• Resolve complaints and provide accurate product or service information. 

• Log all interactions in the system and follow up as needed. 

• Escalate unresolved issues to appropriate team. 

• Meet performance goals for call handling and customer satisfaction. 

• Facilitates Outbound call outs/care calls related to:  

• • Upcoming and on-going company campaigns 

  • Customer satisfaction survey 

  • Transaction requirements reminder and confirmation 

  • Issues and incidents solutioning 

  • Giving transaction feedback and updates 

  • Promotion of Digital channels and Platforms 

  • Answers emails received from Company’s mailboxes. 

  • Responds to public and private messages received from the following social media channels. 

  • Facebook 

  • Instagram 

  • X (previously known as Twitter) 

  • Modifies social media messages (hides, blocks and marks as spam) based on company’s social media guidelines. 

  • Validates Customer identity before proceeding to any transactions. 

  • Updates contact information of the Customers. 

  • Pre-screens of submitted documents and forms prior Process Owner and Customer Care endorsement. 

  • Endorses potential leads to Process Owner 

  • Provides FAQs for Brand/product campaigns. 

  • Promotes Digital channels and Platforms to our Customers. 

  Effective Customer Engagement 

   

  • Drives First contact resolution. 

  • Resolves and monitors customer concerns up to resolution. 

  • Escalates un-answered concerns and follow ups to Process Owner and Customer Care. 

  • Provides feedback and updates regularly and as committed with our customers. 

  • Ensures timely and accurate logging of events and updates in monitoring file or ticketing system. 

  Embed a customer – Obsessed Culture 

  • Achieves daily set productivity target. 

  • Ensures quality handling of transactions, feedback, and case resolutions. 

  • Ensures that all company policies, procedures, programs, and instruction are carried out. 

  • Be familiar and understand Pru Life UK Compliance Standards. Must be fully aware of his/her responsibilities and competent to carry them out to the required standards. Must report all compliance matters openly and honestly to their Compliance Officer in accordance with the reporting requirements operated by the Compliance Officer. Must operate a process within his/her department to ensure that all relevant compliance matters are identified and reported. 

  • Adheres with company’s code of ethics/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.