Customer Service Professional

Manulife Contact Center is looking for Customer Service Professional 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.

Position 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.

Required Qualifications:

• EXPERIENCE & COMPETENCIES:
• 2 years of international voice customer service experience
• Strong customer service skills - ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service
• Strong analytical and problem - skills to comprehend, solution and act on presented customer concern or problem
• Excellent English communication skills (spoken and writing)
• EDUCATION: Completed 2 years in College, Associate Degree, or Bachelors Degree
• SCHEDULE: Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)
• HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation) Should also be amenable to work in Mactan Newtown, Lapu-lapu City

Preferred Qualifications:

• Experience in supporting finance/healthcare/insurance related accounts

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.