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.
What are we looking for?
We are looking for an Associate, Survey to engage with our customers through outbound welcome and survey calls. The role will help ensure customers understand key policy information, capture feedback on their experience, and support continuous improvement of our customer experience.
What are we expecting from this role?
- Conduct outbound welcome calls to newly issued policyholders and verify customer information
- Confirm customers’ understanding of product benefits, key policy terms, premium payments, and the free-look period.
- Conduct Net Promoter Score (NPS) surveys and collect feedback on customers’ purchase and onboarding experience.
- Accurately record call outcomes and customer feedback in the designated system.
- Escalate complaints, mis-selling concerns, and complex cases to the responsible teams within the agreed timeline.
- Deliver a professional and courteous customer experience on every call.
- Protect customer confidentiality and comply with data privacy, information security, approved call procedures, and company policies.
- Manage daily call volumes effectively and share recurring customer feedback with the line manager to support customer experience improvements.
Who are we looking for?
- Senior-year university student or graduate
- Some experience in call handling and management.
- Fluent in spoken and written Khmer, with intermediate English proficiency.
- Good communication and listening skills with a problem-solving mindset.
- Strong teamwork, critical-thinking skills, and intellectual curiosity.
- Good attention to detail with fast and accurate data-entry skills.
- Basic proficiency in Microsoft Excel, Word, and Outlook.
- Able to learn and use call center, CRM, and policy administration systems.
- Able to work effectively in a fast-moving and international work environment.
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.