Senior Customer Service Representative

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Job Description

The opportunity

The customer is the focus of everything we do, and millions of end users rely on our products and services daily. We believe in the value of empowering our Senior Customer Service Representative with the resources to enhance and achieve our business performance objectives for the future of our business, which is why we need you.

Responsibilities

• Handle enquiries and requests of investment management and pension related products (including but not limited to MPF & ORSO scheme) arising from customers.

• Provide effective solutions to enquiries/complaints in a proactive and professional manner with tactful customer service skills.

• Cooperate with other teams and team members to ensure timely resolution of customer requests and problems.

• Ensure accuracy and compliance of all requests to be completed with good quality standards.

• Support to management and recommend productivity/service improvements.

• Support ad-hoc tasks to achieve desired results of business needs.

How will you create impact

• Provide excellent customer service to impress customers and achieve the highest tNPS among the industry.

What motivates you

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Degree holder with experience in investment / pension industry

• 2+ years of customer service / contact centre experience preferred but not a must

• Experience investment management and pension products preferred

• 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 skills (over 45 wpm) and PC literate in Word/Excel

• Good communication skills in English and Chinese, both written and spoken

What can we offer you

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.

• Boundles s opportunity
  We create opportunities to learn and grow at every stage of your career.

• Continuous innovation
  We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Manulife is an Equal Opportunity Employer