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 Specialist, Customer Care with the resources to solve critical problems for the future of our business, which is why we need you.

The Specialist, Customer Care duties and responsibilities include Customer Focus, Data Entry Skills, Communication skills, People Skills, Problem Solving, contact center skill and verbal communication skills along with active listening, Flexibility and adaptability to different personality types, Ability to multi-task, set priorities and manage time effectively stress tolerance, high energy level.

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

Position Responsibilities:

• Handle customers inquiries from Inbound and Outbound calls, and other means of communications.
• Manage to handle large amounts of inbound and outbound calls and familiar with all type of calls (welcome calls, premium reminder call, and lapsed survey call).
• Answer customers inquiries by providing valid and accurate information on a first call resolution (FCR).
• Follow the contact center SOP and timeline for different types of calls.
• Identify customers’ need and provide solutions and/or alternative if unable to resolve during the first call, escalate unresolved problems immediately to management and follow up to ensure resolution is met.
• Build relationship and engage customers by taking the extra mile to provide pleasant customer experience during the calls.
• Maintains call center database by following the contact center SOP.
• Provide customers with product and service information when they need.
• Familiar with call system and another digital tools in contact center area.
• Update existing customer information by follow the customer’s request during the call.
• Follow up customer calls where necessary.
• Document all call information according to standard operating procedures.
• Produce call reports such as monthly, weekly, and daily report.
• Handle customer complaints and feedback or escalated to relevant team on time.
• Other tasks assigned by management

Required qualifications:

• Bachelor’s degree in business, Finance or related field is preferred
• Requires relevant work experience of 2 Years (1year experience of life insurance industry)
• Computer literate in MS Word, Excel and PowerPoint
• Teamwork, focused, results driven, professional maturity, and self-confidence.
• Work efficiently and accurately and able to work under pressure and independently, a team player who is self-motivated and able to work independently with minimal supervision.
• Have a strong character and able to consider and advice on the consequences of various courses of actions.
• Detail oriented with patience on detail paper works and record setup in systems.
• High comfort level working in a diverse environment.

Our commitment to you

• Our mission; to be a part of making Decisions Easier and Lives Better
• A leadership team dedicated to your growth and success
• A bold ambition and set of goals to be a leader in driving transformation in our industry
• Our best. Every day.
• We are committed to be an equal opportunity employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a 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 to provide equal 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 with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.