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Job Title :
Customer Service Representative
Job ID :
Category :
Business Operations
Location :
PHQC-Manulife Building, Quezon City PH
Job Type :
Full Time
Posted On :
Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Summary:

Affinity Markets New Customer Line provides a broad range of Health and Dental, Life, Travel, and creditor insurance products to professional and alumni associations, retiree organizations, financial institutions, retailers and other specialty distribution channels. The role of a Call Center Associate / Sales Associate is to provide assistance to customers looking for Manulife products that would satisfy their security needs. Its primary function is to send out fulfillment packages for a better understanding of various Manulife products, answer high level information, and place a call (Inbound/Outbound) for a potential sale.

Job Description
  • Answer inbound calls from prospects inquiring about various Manulife Health, Dental, Travel, and Life Insurance Plans
  • Facilitate outbound phone calls to prospects who have requested the package for potential sale.
  • Document all calls handled accurately
  • Guarantee departmental metrics are met by adhering to key standards in contact rates and handling procedures
  • Ensure promising leads are transferred/referred to the Sales team for potential sale
  • Produce positive customer experience by effectively answering inquiries and  handling problem solving scenarios
  • Redirect/Transfer calls to the correct department for better transition and service
  • Adhere to prescribed shift and schedule to meet Service level targets

Minimum Skills Required to Hire:

  • Graduate of any Bachelor’s degree
  • Preferably has background on customer service or relevant experience in a call centre industry
  • Strong customer service and relationship management skills with a rating of "Pass" in the phone simulation assessment
  • Ability to compose grammatically correct, clear and concise emails using the English Language. BUPLAS Written Assessment scores in the Language/ Discourse/ Audience Awareness/ Task Fulfillment domains are 4.0/3.5/4.0/4.0, respectively
  • Display good judgment skills which is critical in resolving clients’ concerns
  • Appease clients whenever applicable
  • Ability to converse effectively using the English language. BUPLAS Verbal Assessment scores in the Pronunciation/ Language/ Discourse/ Interactive domains are 3.5/3.5/4.0/3.5, respectively
  • Minimum keyboarding skills of at least 30 words per minute. Ability to muti-task and navigate multiple applications at the same time.
  • Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).
Technical Skills:
  • Computer Literate
  • Product and Service Advice Support
  • Product Knowledge
  • Client Relationship Management
  • International Business and Multicultural Skills
Minimum Skills Required to Go-Live:

Product Specific Knowledge:
  • Knowledge of the Affinity Markets Individual's products and services
  • Successful completion of the five-week New Employee Training Program (NETP) for either Health and Dental or Life Insurance policies.
  • Must score at least 80% rating on Skills Verification Assessment Test
  • Ability to answer basic questions pertaining but not limited to billing, claims, benefit eligibility, etc.
Process Specific Knowledge:
  • Ability to follow the Escalation Matrix in place
  • Understand different protocols specific to each product (Life and EHC)
  • Follow the CSCALL Sharepoint process in sending different requests which requires further review by Specialists and Supervisors
  • Effectively navigate and understand the use of web-based reference material such as SURF
Tools Specific Knowledge:
  • Demonstrated skill in utilizing business telephony and technology, which includes Avaya, AVAYA Thin Client, Verint, Totalview
  • Proficiency in relevant business tools: AWD, CCIS, LH, Amiga, Lotus Notes, SURF, RightFax, Mainframe
About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in 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.

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.
Business Operations
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