Manulife Financial

The Opportunity

Interact with sales consultants and customers to provide information in response to inquiries, concerns and requests about products and services. Resolving complaints and maintain customer satisfaction by rectifying problems and providing solutions. Give coaching and on-the-job training to CSR.

Position Responsibilities:

• Deal directly with customers either by telephone, electronically or face to face if necessary.
• Provides accurate, clear, concise and timely response and services to customers and assists sales consultants in customer support. If necessary, to direct these queries to the appropriate department.
• Compose letters or electronic correspondence in reply to request for policy information/clarification and document submission.
• Keep records of customer interactions and transactions such as details of enquiries, comments and complaints.
• Communicate and coordinate with internal departments to resolve enquiries and complaints.
• Complaint Management: Responsible for managing the entire complaint handling process, from receipt to resolution, ensuring compliance with internal policies and regulatory requirements. This includes conducting investigations, identifying root causes, recommending improvements, preparing reports for management, and collaborating with cross-functional teams for complex cases. The role also involves monitoring SLAs, guiding team members on best practices, and supporting audits or regulatory reviews.
• Provide feedback on the efficiency of the customer service process
• Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Handle complaints via phone, email, mail and to provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Perform regular check on department’s NPS survey feedback report, identify issues and propose solutions to improve customer experience
• Organise NPS huddle for customer service soft skill improvement. Identify service gap by studying, evaluating and re-designing processes and propose actions and remedial steps for better service experience. Monitor and analysing results after implementation.
• Perform regular quality check, coaching and on-the-job training to CSR
• In charge with technical issues request received via call & email from Agencies, customers and bank partners on Manulife Online customer portal. To work closely with the backup CSE on this task in ensuring that timeline is met.
• Work with customer service manager to ensure proper customer service is being delivered
• Follow communication procedures, guidelines and policies. Enforces company policies and procedures.
• Handle/Lead projects in all proactive sales, marketing, customer centricity initiative, conservation and telemarketing programs
• Additional responsibilities as and when required by superior include supporting outbound initiatives

Required Qualifications:

• Education: Bachelor’s degree
• Good communications skills - written and verbal
• Good command of English and Mandarin
• Knowledge of local languages and dialects.
• Application Systems knowledge

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 recruitment@manulife.com.

Working Arrangement

Hybrid