Customer Service Professional

Job Title

Location: Manila, Manulife Business Processing Services

Time Type: Full Time

Key Accountabilities:

• Answer calls/emails professionally and in accordance with the call/email handling criteria
• Knows the processes and systems to be able to handle concerns and issues
• Responds promptly and reliably to customer inquiries and requests
• Provides proper and timely response to issues presented by clients
• Identify and escalate most complex issues as necessary in a timely manner and monitor resolution
• Process/update policy to reflect changes on service requests like Address Change, Contact information update, and other pertinent details on the policy and values
• Report any computer system error or concerns found which affects daily processing, track progress and ensure problem log closing
• Perform the cycle of Explore, Agree, Deliver and Assure in every call received
• Monitor pending transactions or request endorsed to another department
• Complete and timely update of call logs
• Ensure documentation for transactions are complete and sent for imaging on a timely basis
• Assist in orienting and training lower level employees
• Prepares and ensures timely and accurate submission of monthly assigned reports

Other:

• Any other tasks or projects assigned from time to time, within or beyond working hours as needed
• Participate and support department/company initiatives to improve staff engagement
• Ensure confidentiality of information and careful oversight of data

Minimum Skills Requirement to Hire:

• Education: High School/Senior High/Vocational Course/1-year completed in a Bachelors' program with relevant work experience of at least 1 year; Bachelors' Degree holders are welcome to apply
• Candidate must have at least one year tenure in the current position
• Candidate must be meeting job expectations for the last 12 months
• Must not have any attendance issues and any disciplinary action
• Strong customer service skills (quickly and effectively solves client problems, ability to build rapport, selects language and tailors the content of speech/writing to the level and experience of the audience)
• Strong interpersonal skills with proven ability to influence and negotiate, to diffuse, reconcile and remedy customer issues and create win-win solutions
• Demonstrates problem solving and critical thinking skills; to detect problems in process/procedures or learning, identify root causes, generate ideas and propose solutions
• Nice to have: Knowledge on Life Insurance products, Certificate or Diploma in Life Insurance and LOMA Courses

Technical Skills:

• Client Relationship Management
• International Business and Multicultural Skills
• Product and Service Advise and Support
• Product Knowledge

About Manulife and John Hancock:

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.

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.

Working Arrangement: Hybrid