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Customer Service Representative - Quezon City

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Manulife

Jan 14, 2025

  • Job
    Full-time
    Junior Level
  • Customer Relations
    People, HR & Administration
  • Quezon City
  • Quick Apply

AI generated summary

  • You need a high school diploma, 1-2 years of international call center experience, excellent English skills, strong customer service and problem-solving abilities, and a minimum typing speed of 35 wpm.
  • You will handle customer calls about policies, resolve issues, provide excellent service, document interactions, 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 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

FAQs

What is the job title for this position?

The job title is Customer Service Representative.

Where is this job located?

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

What are the working hours for this position?

This position requires full-time availability to work at night, with shifting schedules on weekends and Philippine holidays when needed.

What qualifications are required for this role?

Candidates should have a High School/Senior High/Vocational Course education or 1-year completed in a Bachelor's program, along with at least one to two years of call center experience, particularly in international voice.

Is there a hybrid work arrangement?

Yes, there is a hybrid work arrangement which requires amenability and readiness to work onsite and from home, depending on business needs and current external situations.

What skills are necessary for this position?

Necessary skills include excellent English communication skills (both spoken and written), strong customer service abilities, analytical and problem-solving skills, minimum keyboarding speed of 35 words per minute, and the ability to multi-task while navigating multiple applications.

Are there any additional qualifications that are considered beneficial?

Yes, having call center experience focused on customer service, insurance, and healthcare, as well as exposure to Shared Services or Financial Services environments, are considered "nice to have" qualifications.

What benefits does Manulife offer?

Manulife offers competitive salary packages and performance bonuses, day 1 HMO with free coverage for dependents, retirement savings benefits, and extensive training resources, among other wellness initiatives.

How can I apply for this position?

You can learn more about the application process and submit your application by visiting JOBS.MANULIFE.COM.

Is Manulife an equal opportunity employer?

Yes, Manulife is an Equal Opportunity Employer that embraces diversity and is committed to fair recruitment, retention, and advancement without discrimination.

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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.