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 our Senior Customer Service Representative with the resources to solve critical problems for the future of our business, which is why we need you.Position Responsibilities:Complete a pre-defined volume of outbound calls within our service turnaround time with qualityResolve requests within standard response times and obtain necessary information to support resolution of problems raised by customers, including escalation to managementCooperate with other teams and team members to ensure timely resolution of customer requests and problemsKeep accurate records of request and resolution and ensure assigned jobs are completed within the standard service time with good qualitySupport to management and recommend productivity/ service improvementsSupport ad-hoc tasks to achieve desired results of business needs.Required Qualifications:2+ years of customer service experience preferred but not a mustHKDSE/HKCEE/ diploma qualification will be requiredIIQE 1,3,5 will be preferredPreferably worked previously in a call centre/ service centre environmentExperience in Individual Financial Products or MPF, group life and medical insurance, financial and wealth management products preferredExcellent telephone manner with good interpersonal skillsMature and pleasant personalitySelf-motivated and able to work independentlyExcellent service attitude and able to follow through on commitments to customersAdherence to quality standardsPC literate in Word/Excel/PowerpointGood communication skills in English and Chinese, both written and spokenWhen 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 HancockManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .Manulife is an Equal Opportunity EmployerAt 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 .Working Arrangement Hybrid
