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Customer Service Professional

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Manulife

Dec 19, 2024

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • Quezon City
  • Quick Apply

AI generated summary

  • You need a high school diploma or 1 year of college, 1-2 years of international call center experience, excellent English, strong customer service skills, and ability to work hybrid and shifts.
  • You will handle customer calls, address inquiries and issues, deliver exceptional service, document interactions, resolve problems, and communicate updates to management and the business unit.

Requirements

  • 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 U.P. Ayala Land Technohub, Quezon City
  • 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.

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 requests
  • 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

FAQs

What is the job title for this position?

The job title is Customer Service Professional.

What company is offering this job?

This job is offered by Manulife.

What are the main responsibilities of a Customer Service Representative at Manulife?

The main responsibilities include answering incoming customer calls, delivering excellent customer service, resolving customer issues, documenting significant caller discussions, and communicating updates to management.

What is the minimum education requirement for this position?

The minimum education requirement is a High School/Senior High/Vocational Course or one year completed in a Bachelor's program.

How much call center experience is required for this role?

At least one to two years of call center experience (international voice) is required.

What shift schedule should candidates be amenable to?

Candidates should be amenable to working full-time at night, including weekends and Philippine holidays if needed.

Where is the job location?

The job is located at U.P. Ayala Land Technohub, Quezon City.

Is there flexibility in the work arrangement?

Yes, the job offers a hybrid work arrangement, requiring readiness to work both onsite and from home based on business needs.

What communication skills are required for this position?

Excellent English communication skills, both spoken and written, are required.

What are some nice-to-have qualifications for this job?

Nice-to-have qualifications include call center experience focused on customer service, insurance, and healthcare, as well as exposure to shared services or financial services environments.

How does Manulife support employee wellness?

Manulife offers a rewarding culture that values wellness and well-being, competitive salary packages, performance bonuses, and a retirement savings benefit.

Is there support for dependents' healthcare?

Yes, employees receive Day 1 HMO coverage, including free coverage for their dependents (inclusive of same-sex partners).

What is Manulife's stance on diversity and inclusion?

Manulife is committed to attracting, developing, and retaining a diverse workforce and fostering an inclusive work environment, free from discrimination based on various protected characteristics.

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Manulife

Finance
Industry
10,001+
Employees

Mission & Purpose

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.