Senior Customer Service Officer, Customer Care Team
6 months ago
Description
The Opportunity
The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Senior Customer Service Officer, Customer Care Team with the resources to solve critical problems for the future of our business, which is why we need you.
What motivates you?
You obsess about customers, listen, engage, and act for their benefit
You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
You thrive in teams, and enjoy getting things done together
You take ownership and build solutions, focusing on what matters
You do what is right, work with integrity and speak up
You share your humanity, helping us build a diverse and inclusive work environment for everyone
We are looking for someone with:
University graduate in business, finance, language studies or other relevant subjects
Good interpersonal and communication skills in verbal and written Chinese and English
Above 5 years’ solid experience in customer service, preferably in insurance and financial institutions
Preferably worked previously in a call centre/ service centre environment
Fast and accurate typing skills (over 45 wpm) and PC literate in Word/Excel
Good communication skills in English and Chinese, both written and spoken
Qualified license of IIQE Paper 1,3 and 5
On the job you will:
Mainly handle email enquiries and requests of group medical, individual financial and wealth management products arising from customers.
Handle and resolve customer queries and requests via phone and email on products and services in a professional manner with tactful customer service skills.
Ensure quality of all written correspondences and manage to act within standard turnaround and in compliance with company guidelines and regulatory requirements.
Work with other departments for case resolutions and streamline the workflow to enhance customer experience.
Handle ad hoc tasks and projects.
What can we offer you?
A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.
Our commitment to you
Values-first culture
We lead with our Values every day and bring them to life together.
Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
Continuous innovation
We invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.
Learn more about opportunities with us at www.manulife.com/en/careers/why-join-us.html
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.
Manulife is an Equal Opportunity Employer
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