Customer Service Professional

Customer Service Professional is responsible in building strong customer relationships by assisting customers with inquiries, issues, and complaints on products and services. Offers solution based on the prescribed service and operating work standard.

Customer Service Professional I will directly report to Operation Supervisor or Assistant Manager It is expected for a Customer Service Professional I to deliver easier, better, and faster service to customers.

Position Responsibilities

• Provide professional and efficient customer service by handling transactions in accordance with established call handling standards and procedures.
• Utilize knowledge of processes, policies, and systems to resolve client inquiries and deliver accurate, timely solutions.
• Identify, escalate, and monitor complex issues to ensure prompt resolution and maintain service quality.
• Maintain accurate records by updating call logs, documenting transactions, and ensuring all required documentation is completed and submitted on time.
• Monitor system-related issues, report errors affecting daily operations, and follow through to ensure timely resolution and closure of problem logs.

Required Qualifications

• Should have completed at least 2 years tertiary education with 1-yr contact center experience.
• Minimum of 2 years of overall work experience, including at least 1 year of customer service experience within the insurance industry.
• Strong time management and organizational skills with the ability to prioritize tasks effectively.
• Excellent teamwork and collaboration skills, with the ability to work well in a team-oriented environment.
• Proficient in computer operations and able to perform effectively under pressure in a fast-paced work setting.

Preferred Qualifications

• Proficient in computer applications and systems, with the ability to efficiently navigate multiple tools and platforms.
• Demonstrated ability to meet job-specific requirements, performance standards, and assessment metrics established by the organization.
• Strong customer service orientation with a commitment to delivering positive client experiences and resolving issues effectively.
• Results-driven professional who values quality, takes practical action, and consistently follows organizational standards and procedures.
• Creative problem solver with strong adaptability and flexibility, capable of working effectively in changing environments and handling diverse challenges.

When you join our team

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

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 hr@manulife.com .

Working Arrangement

Hybrid