Customer Service Officer

Accountable for providing quality, phone-based customer service to callers. Requires advanced knowledge of products and processes to provide quality services to our customers. Provide back-up for outbound call tea m as needed.

Position Responsibilities:

• Conduct post-sales calls or other service calls following with call scripts depends on company policies and regulatory guidelines

• Complete a pre-defined volume of outbound calls and assigned jobs within our service turnaround time with good quality to meet call targets and KPIs

• Address customer concerns or complaints proactively, escalate unresolved issues to manager and/or relevant departments

• Cooperate with other teams and team members to ensure timely resolution of customer requests and problems

• Keep accurate records of call results and customer feedback in CRM system

• Support to management and recommend productivity/ service improvements

• Support ad-hoc tasks to achieve desired results of business needs.

Required Qualification:

• High school diploma or above

• 4+ years experience in customer service or outbound calling , preferably in the insurance sector

• Excellent service attitude and able to follow through on commitments to customers, adherence to quality standards

• Excellent telephone manner with active listening skills

• Empathetic, patient, and solution-oriented approach.

• Willingness to work with cross-functional teams and share feedback

• Fluent in Cantonese, Mandarin, or English, both written and spoken

• Proficient knowledge of Microsoft Office, familiarity with CRM systems, call center software, and basic computer skills are preferrable

• IIQE 1,3,5 will be required

• 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.

At Manulife/JohnHancock, we embrace our diversity. We strive to attract,developandretaina 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.

This job description is not a comprehensive listing of all job duties required for this role. We reserve the right to change these duties or assign additional duties at any time with or without notice

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 .

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 .