Senior Customer Service Representative, Customer Engagement Team
6 months ago
Job 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 our Senior Customer Service Representative 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:
2+ years of customer service experience preferred but not a must
HKDSE/HKCEE/ diploma qualification will be required
IIQE 1,3,5 will be preferred
Preferably worked previously in a call centre/ service centre environment
Experience in Individual Financial Products or MPF, group life and medical insurance, financial and wealth management products preferred
Excellent telephone manner with good interpersonal skills
Mature and pleasant personality
Self-motivated and able to work independently
Excellent service attitude and able to follow through on commitments to customers
Adherence to quality standards
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
On the job you will:
Complete a pre-defined volume of outbound calls within our service turnaround time with quality
Resolve requests within standard response times and obtain necessary information to support resolution of problems raised by customers, including escalation to management
Cooperate with other teams and team members to ensure timely resolution of customer requests and problems
Keep accurate records of request and resolution and ensure assigned jobs are completed within the standard service time with good quality
Support to management and recommend productivity/ service improvements
Support ad-hoc tasks to achieve desired results of business needs.
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
At Manulife/JohnHancock, we embrace our diversity. We strive to attract,developandretaina 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 toprovideequal 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 withapplicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .
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