Customer Service Professional II

Manulife Contact Center is looking for a Customer Service Professional II who is genuinely excited to help our customers. In this role, you are responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution.

Position Responsibilities

• Provide excellent customer service to both internal and external clients.
• Effective communication with plan members and plan sponsors in a calm and professional manner.
• Access appropriate information from various Manulife systems.
• Research and resolve inquiries within specified timelines.
• Handle sensitive issues in order to ensure customer satisfaction and maintain confidentiality of private personal information.
  
  

Required Qualifications

• EXPERIENCE: Preferably with call center experience (international voice). Open to SHS, or college undergraduate with at least 2 years of international voice account experience.
• EDUCATION: Completed 2 years in College, Associate Degree, or Bachelors Degree. Open to SHS, or college undergraduate with at least 2 years of international voice account experience.
• SCHEDULE: Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)
  
  

Preferred Qualifications

• 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
• Ability to multi-task and navigate multiple applications at the same time.
  
  

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

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