Lead Customer Support Specialist, Care Team

7 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Company 28 - Manulife (International) Limited Full time

Position Overview

The Role

At Manulife, our customers are at the heart of our operations, and millions of users depend on our services daily. We recognize the importance of equipping our Senior Customer Service Officers in the Customer Care Team with the necessary tools to address pivotal challenges for our organization, which is why we are seeking dedicated professionals.

Key Motivations

  • A strong commitment to customer satisfaction, actively listening and responding to their needs.
  • A visionary mindset, eager to explore innovative approaches that drive business success.
  • A collaborative spirit, enjoying teamwork to achieve shared goals.
  • A sense of accountability, focusing on impactful solutions.
  • A dedication to integrity, consistently doing what is right and voicing concerns when necessary.
  • A commitment to fostering a diverse and inclusive workplace.

Qualifications Required

  • A university degree in business, finance, language studies, or related fields.
  • Proficient communication skills in both written and spoken Chinese and English.
  • Over five years of substantial experience in customer service, ideally within the insurance and financial sectors.
  • Previous experience in a call center or service center environment is preferred.
  • Fast and precise typing abilities (minimum 45 wpm) and proficiency in Word and Excel.
  • A valid qualification for IIQE Papers 1, 3, and 5.

Responsibilities

  • Primarily manage email inquiries and requests related to group medical, individual financial, and wealth management products from customers.
  • Address and resolve customer inquiries and requests via phone and email with professionalism and effective customer service skills.
  • Ensure the quality of all written communications, adhering to standard turnaround times and compliance with company policies and regulatory standards.
  • Collaborate with other departments to resolve cases and streamline processes to enhance customer satisfaction.
  • Undertake additional tasks and projects as needed.

What We Offer

  • Competitive salary and comprehensive benefits package.
  • Opportunities for professional growth and skill development.
  • A focus on career advancement within the organization.
  • Flexible work arrangements promoting a healthy work-life balance.
  • Access to professional development and leadership training.

Our Commitment to You

  • A culture rooted in values.
  • We prioritize our values in daily operations and strive to embody them collectively.
  • Endless opportunities for growth.
  • We facilitate learning and development at every career stage.
  • Continuous innovation.
  • We encourage you to contribute to redefining the future of financial services.
  • Commitment to Diversity, Equity, and Inclusion.
  • We nurture an inclusive environment where everyone can succeed.
  • Corporate Citizenship Advocacy.
  • We aim to create a business that positively impacts all stakeholders and the community.

About Manulife and John Hancock

Manulife Financial Corporation is a prominent international financial services organization dedicated to making decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth management solutions for individuals, groups, and institutions. As of the end of 2022, we employed over 40,000 individuals and served more than 34 million customers worldwide.

Manulife is an Equal Opportunity Employer

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