Assistant Customer Service Officer/ Customer Service Officer, Agency Service and Enquiry

Lead (more than 10 years)

Technical Skills

  • Chinese Word Processing
  • Complaint Handling
  • Compliance
  • Customer Service
  • Life Insurance
  • Microsoft Excel
  • Microsoft Word

Job Description

Assistant Customer Service Officer/ Customer Service Officer, Agency Service and Enquiry

Location: HK-HongKong-HKHO-22/F., Tower A, Manulife Financial Centre, 223-231 Wai Yip Street, Kwun Tong, Kowloon

Result Areas:

  • Provide routine face-to-face counter service to agents and customers
  • Provide effective solutions to enquiries/ complaints from agents and customers within a predefined time frame in a proactive and professional manner.
  • Ensure accuracy and compliance of all requests to be completed with good quality standards
  • Resolve complex cases and complaints arising from work
  • Provide other service support and work at different locations of Agency Service Centre if needed
  • Cooperate with team members and others to achieve desired results and support business needs
  • Need to work 5.5 days which might include Sat, Sun & Public Holiday upon request


Experience & Qualification:

  • Degree holder with experience in insurance industry
  • F.7 with customer service experience in life insurance industry will also be considered
  • LOMA qualifications will be an advantage


  • Excellent customer service and interpersonal skills
  • Good command of English and Chinese, both spoken and written
  • Fluency in Mandarin is required
  • Quick learner with strong analytical and problem-solving skills
  • Strong self-initiative, flexible, responsible and able to work under pressure
  • Familiar with Word, Excel and Chinese word processing  

About Manulife


Manulife Financial Corporation is a leading international financial services group providing forward-thinking solutions to help people with their big financial decisions. We operate as John Hancock in the United States, and Manulife elsewhere. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. At the end of 2014, we had 28,000 employees, 58,000 agents, and thousands of distribution partners, serving 20 million customers. At the end of June 2015, we had $883 billion (US$708 billion) in assets under management and administration, and in the previous 12 months we made more than $22 billion in benefits, interest and other payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges and under ‘945’ in Hong Kong. Follow Manulife on Twitter @ManulifeNews or visit or

Employment TypeFull-time
Career LevelLead (more than 10 years)
Education LevelUpper Secondary / Diploma to Bachelor
LanguageEnglish, Cantonese, Mandarin (Putonghua)
ManulifeInsurance and Reinsurance

Manulife Tower, One Bay East, 83 Hoi Bun Road, Kwun Tong, Kowloon

directions_walk12 mins walk from Ngau Tau Kok Station