PHI - Sr. Specialist - Customer Success
Prudential plcMumbai, Maharashtra, India
Posted May 29, 2025
Full Time
About the Company
Prudential is an equal opportunity employer that provides equality of opportunity and benefits for all applicants and employees.
Job Description
Prudential is seeking a Sr. Specialist - Customer Success to join their Customer Service team in Mumbai. The successful candidate will be responsible for managing the Net Promoter Score (NPS) program, analyzing results, and driving improvements in customer experience.
Requirements
- 7-8 years of experience with 4-5 years in customer experience in driving NPS, CSAT surveys, VOC programs, driving process re-engineering and quality
- Familiarity with NPS and CSAT Survey tools prevailing in the market
- Familiarity with CRM tools like MS Dynamics, Salesforce, CRM Next, SimpleCRM, etc.
- Knowledge of text and customer sentiment analysis and statistical interpretation
- Strong analytical skills to identify trend deviations and pain areas for quick redressal
- Excellent communication and negotiation skills
- Bachelor's degree from a recognized University
- Certification in marketing or analytics will be an added advantage