Senior Customer Service Representative, Customer Engagement Team

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering our Senior Customer Service Representative with the resources to solve critical problems for the future of our business, which is why we need you.

Position Responsibilities:

• Complete a pre-defined volume of outbound calls within our service turnaround time with quality
• Resolve requests within standard response times and obtain necessary information to support resolution of problems raised by customers, including escalation to management
• Cooperate with other teams and team members to ensure timely resolution of customer requests and problems
• Keep accurate records of request and resolution and ensure assigned jobs are completed within the standard service time with good quality
• Support to management and recommend productivity/ service improvements
• Support ad-hoc tasks to achieve desired results of business needs.

Required Qualifications:

• 2+ years of customer service experience preferred but not a must
• HKDSE/HKCEE/ diploma qualification will be required
• IIQE 1,3,5 will be preferred
• Preferably worked previously in a call centre/ service centre environment
• Experience in Individual Financial Products or MPF, group life and medical insurance, financial and wealth management products preferred
• Excellent telephone manner with good interpersonal skills
• Mature and pleasant personality
• Self-motivated and able to work independently
• Excellent service attitude and able to follow through on commitments to customers
• Adherence to quality standards
• PC literate in Word/Excel/Powerpoint
• Good communication skills in English and Chinese, both written and spoken

When You Join Our Team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement

Hybrid