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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 Description Summary 

The position is responsible for delivering superior customer service to clients and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution. Service is provided by taking inbound calls, making outbound calls and answering emails. Associate must be prepared to be cross-trained to different product lines as well as take shifting schedules. 

Key Accountabilities:
  • Respond within department service standards to all telephone calls from clients by providing account information regarding a broad range of subject areas such as product, procedures, tax, and transactions
  • Utilize all reference materials and deliver consistent information to our customers
  • Meet quality expectations to ensure a positive client experience
  • Meet productivity expectations to maximize team service levels
  • Provide effective and timely resolution of a range of customer inquiries
  • Maintain a positive and cooperative tone at all times with both customers and coworkers
  • Focus on taking ownership of each call and striving for first call resolution
  • Complete ongoing training to stay abreast of product, industry service and policy changes
  • Process transactions over the phone and take instructions for follow-up which include but not limited to address changes, form requests, benefit summaries, and billing inquiries
  • Determine requirements needed in order for client and advisor request to be processed
  • Coordinate with other departments to determine best approach for resolving service or operation issues. Utilize support staff and follow escalation procedures as needed to ensure quality service
  • Resolve or negotiate “win-win” solutions to client issues directly or by consulting with appropriate resources such as Team Leaders, peers, or other business units
  • Document, track and report significant client/advisor discussions or complaints
  • Perform all follow-up customer calls in a timely manner when necessary
  • Assist clients and advisors with website inquiries. Promote self-service where applicable
  • Perform outbound calls to confirm customer satisfaction
  • Respond to client’s emails accurately, on a timely manner
  • Research and administration of routine and/or non-financial transactions on applicable systems for Manulife clients and/or advisors
  • Participate in special projects as required and provide ad hoc analysis and reports
  • Other tasks/responsibilities as assigned/required


Minimum Skills Requirement to Hire:

  • Graduate of any 4-year Bachelor's Degree course (Internal/external)
  • Candidate must meet job expectations and pass all performance metrics in his/her current Unit (Internal)
  • Above average written and verbal communication skills. Ability to converse effectively using English language
  • Ability to clearly understand and act on presented problem statement
  • Ability to compose a grammatically correct, clear and concise email
  • Candidate must demonstrate good problem solving skills
  • Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and meet tight deadline
  • Candidate must be open to being cross-trained to handle multiple product lines, as well as multiple modes of communication (inbound calls, outbound calls, email response)
  • Candidate must be willing to rotating schedules.
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.

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