Survey Associate

About the role

Prudential is looking for a Survey Associate in Phnom Penh to engage with customers through outbound welcome and survey calls. The role helps customers understand key policy information, captures feedback on their experience and supports continuous improvement of the customer experience.

Key responsibilities

• 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.
• Run Net Promoter Score (NPS) surveys and collect feedback on purchase and onboarding experiences.
• Record call outcomes and customer feedback accurately in the designated system.
• Escalate complaints, mis-selling concerns and complex cases to the responsible teams within the agreed timeline.
• Deliver a professional, courteous experience on every call, protecting customer confidentiality and complying with data privacy, information security and call procedures.
• Manage daily call volumes and share recurring feedback with the line manager.

Required profile

• Senior-year university student or graduate.
• Some experience in call handling and management.
• Fluent spoken and written Khmer, with intermediate English.
• Good communication, listening and problem-solving skills, teamwork and critical thinking.
• Attention to detail and fast, accurate data entry.
• Able to work in a fast-moving, international environment.

Required skills

• Basic proficiency in Microsoft Excel, Word and Outlook.
• Able to learn and use call center, CRM and policy administration systems.