Senior Officer, Customer Service

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.

This role will assist Manager in supervising the Customer Service counter team to deliver a high standard of service for customers and distributors by overseeing day to day implementation effectively and efficiently.

Job Responsibilities:

Respond to customer enquiries, feedback, and more complex or escalated cases with professionalism and care, ensuring a smooth and consistent customer experience.

Provide timely guidance and coaching to the Customer Service team in handling customer enquiries and feedback, helping them build confidence and capability while continuously improving service quality.

Act as Centre‑in‑charge to support and oversee the Customer Service team, ensuring the achievement of customer service performance KPIs (e.g. wait time, handling time, customer satisfaction score, NPS) through regular real‑time monitoring.

Motivate, coach, and develop team members to achieve strong performance and meet individual, team, and departmental objectives (e.g. turnover and team morale). Organize and design training programs as needed, to enhance team members’ knowledge and service skills.

Support the Manager in maintaining service continuity during peak periods, staff leave, or operational changes.

Support the implementation of new initiatives, system enhancements, or service improvement projects introduced by management.

Prepare regular monthly and ad‑hoc management reports accurately and within agreed timelines.

Job Requirements:

University graduate with a recognized degree.

Passed IIQE Papers I, III, and V, or an equivalent professional license required in Macau .

At least 6 years of experience in Customer Service Operations, including a minimum of 2 years in a supervisory or team‑lead role.

Enjoy working with people from diverse backgrounds and demonstrate strong interpersonal and people‑management skills.

Fluent in spoken and written English and Chinese, including Mandarin.

Possess good analytical and problem‑solving abilities, with sound judgment in handling service‑related issues.

Well‑organized and self‑motivated, with the ability to manage priorities and meet deadlines.

Able to work independently under pressure and handle challenging situations in a calm, professional, and customer‑friendly manner.

Detail‑oriented, proactive, and mature, with a positive and service‑focused mindset.

Strong organizational, multitasking, communication, and interpersonal skills.

Proficient in MS Office applications, particularly MS Excel.

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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.