Job Details

City:
Phnom Penh
Job Location:
Cambodia
Contract Type:
Full time
Job category:
IT / Software

Company Details

Company industry:
Insurance
Company Type:
Employer (Private Sector)
No. of Employees:
501-1000

Preferred Candidate

Career level:
Experienced (non-manager)

Professional Skills

Language Skills

English

Job Description

Customer First:

  • Provide friendly and responsive customer service on the phone to both internal and external customers by using excellent customer service standard and skills
  • Answer customer enquiries on the phone relative to products, procedures, renewal premium date, or refer to appropriate area for action
  • Handling customer complaints or refer them to appropriate area for action
  • Accurately identifying a customer’s query and providing a quick resolution, first call solution
  • Undertake out-bound call work such as “Welcome Call, and Premium reminder” and other customer’s call

Customer Service Standards:

  • Using Prudential Welcome phrase
  • Friendly and Professional answering and asking customer questions
  • Address customer appropriately (use customer name)
  • Complete requested & ask if the customer has any additional needs
  • Keeping the customer up to date with the progress of any escalated enquiries
  • Thank customer and farewell to customer using their name
  • Selling of additional products and functionality where possible to the advantage of the customer
  • Other duties as assigned

Position Requirements

Perform (Well-managed)

  • Promptly and accurately complete all related administration activities: update customer’s information, welcome call and premium reminder report…..
  • Monitoring and actively managing variances from agreed performance targets, through identifying and understanding the causes and taking corrective action to minimize risk and maximize performance
  • Ensure compliance with Prudential policies and procedures and local statutory requirements to minimize any potential loss to Prudential
  • Ensure enquires are answered promptly and correctly, reducing any potential loss that may arise from incorrectly processed items and any subsequent claims
  • Take ownership of your continuing professional development, documenting your development plan and tracking your development
  • Contribute honest and direct feedback to line manager on potential service/process enhancements, what is going well, and where team improvement is possible
  • Identify sales lead and customer referral to appropriate frontline sales, e.g sale desk, LIC, and LIS

Key Success Factors:

Experience / Critical Skills

  • Excellent in English. Other languages are an advantage
  • Strong Customer Service skills, commitment and a desire to satisfy the customer
  • Good listening and problem solving skills
  • Previous telephone experience in handling customer calls
  • Skills in supporting business development planning, documentation and implementation
  • High-level analytical skills with the ability to think laterally and the flexibility to be able to work in an environment of change.
  • General PC literacy and keyboard skills
  • Demonstrated high level interpersonal and communication skills (particularly with regards to telephone etiquette)
  • Thorough knowledge of bank procedures, products and services
  • Willing to work shifts as required

The Company offers a competitive remuneration package and attractive long term career prospect and a professional, transparent, and exciting environment.

About the Company

Prudential (Cambodia) Life Assurance PLC began operations in Cambodia in January 2013. It is the leading life insurer in Cambodia with more than USD280 million assured and 27,000 policies issued (as at 31 September 2015). One of the first life insurers in Cambodia, Prudential Cambodia is committed to raising the awareness of life insurance among the Cambodian people and helping them protect and secure their financial futures.

Prudential Cambodia is part of UK-based Prudential plc. Founded in 1848, Prudential plc is an international financial services group with significant operations in Asia, the US and the UK. It serves around 25 million insurance customers and have £505 billion of assets under management (as at 30 June 2015). Prudential plc is listed on the stock exchanges in London, Hong Kong, Singapore and New York.

 

 

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