Customer Service Representative - llc, cebuThe Manufacturers Life Insurance Co (Phils) Inc( Manulife Philippines )

Job Description
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Job 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 Customer Service Representatives with the resources to solve critical problems for the future of our business, which is why we need you.
Manulife Contact Center is looking for individuals genuinely excited to help our customers. They will engage and connect with clients across the United States/Canada/Asia to provide product and services information and help resolve emerging concerns.
Minimum Requirements to Hire:
EDUCATION: High School/Senior High/Vocational Course/1-year completed in a Bachelor's program
EXPERIENCE: At least one to two years of call center experience (international voice)
SCHEDULE: Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)
LOCATION: Amenability to work in Mactan Newtown, LLC, Ceb
HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current externalenvironment/situation)
Minimum Skills to hire:
Excellent English communication skills (spoken and writing)
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
Strong analytical and problem solving skills to comprehend, solution and act on presented customer concern or problem
Minimum keyboarding skills of at least 35 words per minute
Ability to multi-task and navigate multiple applications at the same time.
Nice to Haves:
Call Center experience focused in customer service, insurance, and health care
Exposure to Shared Services or Financial Services environment/industry
On the job you will:
Answer incoming customer calls regarding policy / contract information, issues, service questions and general client concerns
Deliver excellent customer service by accurately and efficiently answering customer inquiries and request
Resolve or negotiate win-win solutions to caller issues directly or by consulting with appropriate resources
Document and track significant caller discussions or complaints
Follow-up customer calls whenever necessary
Regularly communicate significant production updates and challenges to management as well as to the business unit in a timely manner, in verbal and written formats
Work with the management team to stay updated on product knowledge and be informed of any process changes
Assist with various special projects as needed
Our commitment to you
Our mission to be a part of making Decisions Easier and Lives Better
A leadership team dedicated to your growth and success
A bold ambition and set of goals to be a leader in driving transformation in our industry
Our best. Every day.
Learn more about opportunities with us at jobs.manulife.com.
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