Responsibilities

1.  Monitor and handle hotline calls from clients

• Reply clients’ inquiries about policy and admin procedures related to policy
• Guide clients to fullfil admin procedures according to clients’ requests
• Handle policy conservation
• Check & reply daily messages from telephone box
• Receive complaints from clients and Coordinate with the staff in-charge of handling complaints to solve for clients
• Complaint handling
• Process policy changes via phone when client requests as requirements

2.  Handle client inquiries via email,  social media like PWS, Zalo, Facebook…

• Conduct outbound call to handle client inquiries via email, social media lile PWS, Zalo, Facebook…
• Draft simple and routine letter/ email to answer client’s request, refer the reply letter to supervisor to review before sending out

3.   Other tasks

• Ensure client’s information is kept confidential at respective locations
• Ensure company policies/ regulatory/ requirements are followed at respective location
• Support daily team tasks when necessary
• Back up for Colleague
• Ensure to complete daily work exactly and timely
• Control expenses within budget and manage office property
• Perform tasks when assigned by direct management

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 approach 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.

What we are looking for:

• University Degree
• At least 1-2 working year in dealing with customers
• Typing skill, Word, Excel
• Customer Orientation
• Bias for action
• Interpersonal sensitivity
• Concern for order and quality
• Leadership & Teamwork
• Continuous Improvement Orientation
• Flexibility
• Development & Learning Orientation

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 cultureWe lead with our Values every day and bring them to life together.
• Boundless opportunityWe create opportunities to learn and grow at every stage of your career.
• Continuous innovationWe invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.
• Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.

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.