(Senior) Customer Service Officer - Distribution Contact Centre (IFP Hotline)

Intermediate (3-6 years)

Technical Skills

  • Asset Allocation
  • Chinese Word Processing
  • Financial Advising
  • Microsoft Excel
  • Microsoft Word

Job Description

(Senior) Customer Service Officer - Distribution Contact Centre (IFP Hotline)

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

Result Areas
• Respond to agent enquiries and requests on Individual Financial Products administration via phone and email
• Ensure accuracy and compliance of all requests to be completed within the preset time limits and up to good quality standards
• Resolve complex cases and complaints arising from work
• Cooperate with team members and others to achieve desired results and support business needs


Experience & Qualifications
• Degree holder with at least 3 years’ 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 service attitude and follow through on commitments to customers
• Good command of English and Chinese, both spoken and written
• Mature, patient, pleasant personality and good telephone manner
• 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
• Knowledge of Individual Financial/Insurance is a definite asset

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 September 2015, we had $888 billion (US$663 billion) in assets under management and administration, and in the previous 12 months we made more than $23 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 www.manulife.com or www.johnhancock.com.

Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelHigher Diploma / Associate Degree to Bachelor
LanguageEnglish, Cantonese
ManulifeInsurance and Reinsurance

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

directions_walk12 mins walk from Ngau Tau Kok Station