Why choose Manulife?
- Competitive Salary packages and performance bonuses
- Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
- Retirement savings benefit
- Rewarding culture that values wellness and well-being
- Performance Bonus
- Global network of industry experts
- Extensive training resources
Job Description
Manulife Contact Center is looking for Customer Service Representatives who are genuinely excited to help our customers. In this role, you will engage and connect with clients across the United States/Canada/Asia to provide product and services information and help resolve emerging concerns.
Key Responsibilities
Answer incoming customer calls regarding policy / contract information, issues, service questions and general client concerns
Deliver excellent customer service by accurately and efficiently answering customer inquiries and request
Resolve or negotiate “win-win” solutions to caller issues directly or by consulting with appropriate resources
Document and track significant caller discussions or complaints and follow-up customer calls whenever necessary
Regularly communicate significant production updates and challenges to management as well as to the business unit in a timely manner, in verbal and written formats
Qualifications
EDUCATION: High School/Senior High/Vocational Course/1-year completed in a Bachelor's program
EXPERIENCE: At least one to two years of call center experience (international voice)
SCHEDULE: Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)
LOCATION: Amenability to work in Mactan Newtown, Lapu-lapu City, Cebu
HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
MINIMUM SKILLS TO HIRE/MUST HAVES:
Excellent English communication skills (spoken and writing)
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
Strong analytical and problem solving skills to comprehend, solution and act on presented customer concern or problem
Minimum keyboarding skills of at least 35 words per minute
Ability to multi-task and navigate multiple applications at the same time.
Nice to Haves
Call Center experience focused in customer service, insurance, and health care
Exposure to Shared Services or Financial Services environment/industry
Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM
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 [email protected].
Working Arrangement
Hybrid