Senior Assistant – Call Center Inbound

Date Posted: Posted30+ hari yang lalu
Salary:
Jakarta

Job Description

At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities. We strive to build a business that you can shape, an inclusive workplace where everyone’s ideas are valued and a culture where we can thrive together. Our people stay connected and tuned in to what’s happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.

Principle Duties and Responsibilities:

  • To handle voice phone inquiry from client during service coverage with excellent service according to Call Evaluation Standard and SOP.
  • To entry all interaction data into CRM2 completely, promptly and do maintain to follow up pending Inquiries.
  • To log in Policy detail on voice logger for every interaction.
  • 4To send notification to Document & Correspondence Unit for every request from client, including form and reprint transaction statement.
  • To send request, confirmation or question to Operations Helpdesk (Policy Services, Billing, Claim, UW/NB) as a result of interaction with client.
  • To probe client and report by e-mail on any Potential Complaint, Complex Cases, Major Service Complaint and Major Complaint to Team Leader immediately.
  • To achieve 85% individual utilization.
  • To commit with daily schedule from Work Force Management team (WFM).
  • To do the continuous improvement based on feedback from Team Leader and Training Quality Assessment.
  • To coach new joiner during tandem session.
  • Able to response email inquiry from customer.idn@prudential.co.id
  • To deliver service on Saturday.
  • To submit client data to Team Leader for Customer Index Profile3 based on jobholder transaction.
  • To report to Team Leader for any error of CRO tools: voice logger, CRM, CPU, digital/IP phone.
  • Perform as Business Continuity Team for PLA’s disaster recovery with responsibility refer to job desk functional BC.

Job Requirements:

  • Bachelor degree in any discipline. Majoring in Communication or Insurance is preferred.
  • Fresh graduate or has 1 years experience in Customer Care or Contact Center of insurance, banking or other financial institution.
  • Has good interpersonal and communication skill.
  • Has good analytical & computer literate

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Job Detail

  • Job Id
    533ec449e4592c83
  • Location
    Jakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

Contact

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