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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

Group Retirement Solutions or GRS Member Call Centre answer high daily volume of member calls for a variety of inquiries related to their group savings plans, (Pension Plans, Retirement Savings Plans, Stock Plans, Profit Sharing Plans, and non-registered savings plans) while ensuring each interaction provides excellent member experience and within service standards.

Key Accountabilities:

General Responsibilities:
  • Process inbound calls to effectively meet customer needs within established productivity goals and turnaround times
  • Meet established productivity goals as evaluated through daily agent statistics
  • Process sensitive financial transactions for members
  • Provide quality service to plan member inquiries, telephone and email inquiries
  • 100% completion of call history notes with member specific details
  • Handle sensitive issues in order to ensure customer satisfaction
  • Contribute to work systems improvement of the department by identifying barriers and providing input to solutions
  • At times, assist in the manual tracking of “ad hoc” member issues in effort to help isolate and/or resolve issues
  • Escalate issues to Management to ensure customer expectations are met when standard procedures are inadequate in meeting specific needs
  • Network throughout the organization to engage supporting units in delivering solutions
  • Such other duties and functions assigned by the immediate head.

Minimum Skills Requirement to Hire:

Minimum Experience:

Atleast completed 2 years in college (incoming third year with no back subjects) preferably with previous related work experience in the financial services or call center industry and demonstrated service aptitude

Technical Skills:
  • Computer literate - ability to use the desktop computer system
  • Booting and shutting down computer, using mouse and keyboard (keyboarding)
  • Knowledge of browsers and relevant computer applications
  • Ability to toggle between multiple applications
  • Ability to use the phone system
    • follows simple instructions on how to log in to the phone system
    • basic telephony skills
Soft Skills:
  • Excellent written and verbal communication skills. Ability to converse effectively using the English language.
  • Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).
  • Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
  • Ability to compose a grammatically correct, clear and concise paragraph/ essay.
  • Minimum keyboarding skills of at least 30 words per minute. Exhibits good navigation skills.
Minimum Skills Requirements to Go-live:
  • Successful completion of the six weeks New Employee Training Program (NETP).
  • Knowledge of the GRS’ products and services.
  • Knowledge of the GRS’ Customer Service principles and practices.
  • Knowledge of GRS call center telephony and technology.
  • Proficiency in relevant system (computer, phone) applications and tools.
  • Ability to work independently with minimal supervision. Leverages available tools and resources in researching required participant information.
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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