Job ref no.: 18120060 (CT3118062-01#0143)
Prudential Hong Kong Limited

Assistant Manager, Customer Service Center

Prudential Hong Kong Limited

  • 5-day week
  • Insurance plan
  • Medical plan

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.

The incumbent will be responsible to 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:

  • Act as a center-in-charge to supervise a Customer Counter team to ensure achievement of Customer Service performance KPIs (wait time, handling time, etc) by conducting regular real time monitoring
  • Provide advice and solutions to staff to resolve customer feedback cases thru effective coaching so as to enhance customer satisfaction
  • Provide and process information in response to customers’ enquiries, concerns and requests
  • Assist in resources planning and allocation through roster management so as to maximize the function and production of individuals regularly
  • Motivate, coach and develop staff to ensure top performance and achievement of individual, team and department objectives (e.g. turnover, average team morale score…etc)
  • Organize and design training program so as to enrich the teammates’ knowledge and service manner together with QA team on need basis
  • Assist in implementing new initiatives by management so as to build a leading role in the area of customer service among other insurers in the market


Job Requirement:

  • Bachelor degree holder with FLMI & ACS
  • 5 years of experience in Customer Service Operations, in which 2 years in supervisory role
  • Customer focused and result oriented
  • Able and enjoy to work with people of diverse backgrounds with strong interpersonal skills
  • Highly organized self-starter, with the ability to meet tight deadlines
  • Able to work independently under pressure and deal with difficult situations in a friendly manner
  • Attentive to details
  • Positive, pro-active and mature
  • Good analytical and problem solving skills
  • Good written/spoken English/Chinese (Including Mandarin)


For other vacancies, please visit our website at

We offer an attractive remuneration package including 5-day work week and flexible benefits. Please submit your application with present and expected salaries online.

To apply:

Data collected will be used for recruitment purpose only and will be kept for 24 months. Only short-listed candidates will  be notified.

More job information
Job ref no. 18120060 (CT3118062-01#0143)
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 5 years - 10 years
Career Level
  • Middle management level
  • Degree