Senior Officer, Customer Service

About the role

Prudential is seeking a Senior Officer to support the Customer Service Manager in supervising the counter team. The role focuses on delivering high‑quality service to customers and distributors while ensuring operational efficiency.

Key responsibilities

• Respond to customer enquiries, feedback and escalated cases with professionalism and care.
• Provide coaching and guidance to the Customer Service team, improving confidence and service quality.
• Monitor real‑time performance KPIs such as wait time, handling time, customer satisfaction and NPS.
• Motivate, coach and develop team members to meet individual and departmental objectives.
• Organise training programs to enhance knowledge and service skills.
• Support service continuity during peak periods, staff leave or operational changes.
• Assist with implementation of new initiatives, system enhancements and service‑improvement projects.
• Prepare regular monthly and ad‑hoc management reports.

Required profile

• University graduate with a recognized degree.
• Passed IIQE Papers I, III, and V or equivalent professional licence in Macau.
• Minimum 6 years of Customer Service Operations experience, including at least 2 years in a supervisory role.
• Fluent in spoken and written English and Chinese (including Mandarin).
• Strong analytical, problem‑solving and judgement abilities.
• Well‑organized, self‑motivated and able to manage priorities under pressure.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft Office applications.