Assistant Vice President, Customer Service [Thailand]

 

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

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.

 

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