Senior Customer Service Representative/ Officer/ Senior Officer, Distribution Contact Centre
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 Senior Customer Service Representative / Officer / Senior Officer, Distribution Contact Centre 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 Life, 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
Candidate with more experience will be considered for senior position
On the job you will :
Handle enquiries and requests of Individual Financial Products administration arising from agents.
Handle and resolve agent queries and requests via phone, live chat and email on products and services in a professional manner with tactful customer service skills.
Provide support to management and recommend productivity / service improvements.
Ensure accuracy and compliance of all requests to be completed with good quality standards.
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
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