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.

Role Summary

Serve as Prudential’s frontline service professional, delivering best-in-class customer service through the hotline channel. Handle and resolve enquiries on life and health insurance products with professionalism, accuracy, and tactful communication skills.

Major Responsibilities

• Provide and process information for providers, customers, and sales channels regarding doctor bookings, pre-authorization, and direct billing services, in line with company standards.
• Conduct follow-up calls and respond to enquiries or requests through email, live chat, letters, and sales channels.
• Handle special customer requests and feedback, conduct simple investigations, propose solutions, and update customers.
• Support company initiatives, including promoting self-service tools and completing ad hoc tasks.
• Attend team meetings and training to maintain updated knowledge for handling various enquiry types.

Qualifications & Experience

• University graduate / Diploma / HKDSE / HKALE / HKCEE qualification.
• Minimum 5 years’ experience in a Customer Call Centre or Service Centre.
• Experience in insurance or financial services is an advantage.
• Strong telephone etiquette and adherence to service quality standards.

Skills & Knowledge

• Good command of English and Cantonese
• Proficient in Microsoft Office.
• Positive, proactive, and customer-oriented mindset.
• Strong interpersonal and communication skills.
• Good analytical and problem-solving abilities.
• Able to manage stress and work independently.
• Adaptable and flexible with changes.
• Knowledge of pre-authorization assessment processes.
• Able to work 24/7 rotating shift schedules, including overnight duty.

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.