Company Size : 1000-4999
View more- REPORT TO POSITION: Territory Head of Customer Services - Central
- DEPARTMENT: Operations &Technology/ Customer Services
- JOB GRADE: 3B
*** Job Purpose:
This role is to deliver all company level/strategic and CS KPIs, including best-in-class customer experience at new service channel as The Gallerie/ PruVenture, Bancassurance,…..
*** Job Responsibilities:
• Develop the service standards for customer service at Central region.
• Manage and monitor the implementation of Customer attrition, customer experience under in-charge region.
• Promote customer retention activities under management zone to achieve the business goals, including: premium collection, conservation, policy maturity, and management of orphaned customers.
• Regularly visit The Gallerie/ Pruventure Offices to provide timely solutions/advices in terms of customer service activities including frequent training and guidance for Pru Planners/ Business Development Managers to ensure delivery of services excellence under PVA standards, including one door services and customer service recovery
• Closely work with Bancassurance salesforce to deliver the service solutions for customers’ inquiries/ issues/ complaints.
• Responsible for risks assessment and management in business operations under management zone.
• Coordinate with other departments to ensure the implementation of all projects, action plans under Customer Service Department on schedule, including crisis handling.
• Perform other tasks as assigned by manager.
*** Job Accountability:
This role is to manage customer services activities at The Gallerie/ Bank partner & Bancassurance workforce in the region. The position holder must ensure the successful implementation of Customer Services Strategy under his/her management to achieve company's strategic growth targets up to 2023 and exemplary people management in regards to team efficiency, productivity, quality control and team spirit.
*** Qualifications: College or BA degree, majors: Economics, Banking or Foreign Trade
or Service industry
*** Knowledge and skill:
• Business Commercial acumen
• Critical thinking and sound judgement
• Advanced communication
• People Management
• Demonstrations of core values: Empathetic, Curious, Nimble and Ambitious (advantage)
English
Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate
Showing appearance in Vietnam in 1995 and officially commencing operations in 1999 with the motto of “Always Listening. Always Understanding”, Prudential Vietnam has successfully been the pioneer of the life insurance sector. The business system of Prudential Vietnam stretches nationwide with more than 300 customer care centers and branches located in 63 cities and provinces of Vietnam thanks to the cooperation with 7 partner banks.
During the life of operation, Prudential Vietnam has achieved multiple awards from domestic and foreign prestigious organizations. From 2011 to 2015, Prudential Vietnam contributed VND 123 billion to three important pillars of Education, Healthy Living, and Community Support. In 2018, Prudential is honored as one of the “Top 10 most sustainable enterprises of Vietnam”.
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