Manulife

(Senior) Customer Service Representative/Officer - Distribution Contact Centre (Retention Unit)

Manulife
Full Time
Lead (more than 10 years)
Higher Diploma / Foundation Year / Associate Degree
English, Cantonese

Job Description

(Senior) Customer Service Representative/Officer - Distribution Contact Centre (Retention Unit)

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

Result Areas
  • Complete a pre-defined volume of outbound calls within our service turnaround with quality
  • Resolve requests within standard response times and obtain necessary information to support effective resolution of problems raised by customers, including escalation to management
  • Cooperate with other teams and team members to ensure timely resolution of customer requests and problems
  • Keep accurate records of requests and resolutions and ensure assigned jobs to be completed within the standard service time in good quality standards

Qualifications

Experience & Qualifications
  • Certificate/ Diploma holder in any discipline
  • 2+ years of customer service experience
  • LOMA qualifications an advantage
  • Previous professional work experience or graduate qualifications are required

Knowledge/Skills
  • Excellent telephone manner with good interpersonal skills
  • Mature and pleasant personality
  • Self-motivated and able to work independently
  • Excellent service attitude and able to follow through on commitments to customers
  • Adherence to quality standards
  • Fast and accurate typing (over 45 wpm) and PC literate in Word/Excel
  • Good communication skills in English and Chinese, both written and spoken

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.

Technical Skills

  • Answering Telephones
  • Asset Allocation
  • Customer Service
  • Financial Advising
  • Microsoft Excel
  • Microsoft Word
  • Typing