Senior Customer Service Representative, Customer Engagement Team

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 daily. We believe in the value of empowering our with the resources to solve critical problems for the future of our business, which is why we need you.

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 mindset 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

We are looking for someone with:

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

• HKDSE/HKCEE/ diploma qualification will be required

• IIQE 1,3,5 will be preferred

• Preferably worked previously in a call centre/ service centre environment

• Experience in Individual Financial Products or MPF, group life and medical insurance, financial and wealth management 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

On the job you will:

• Complete a pre-defined volume of outbound calls within our service turnaround time with quality

• Resolve requests within standard response times and obtain necessary information to support 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 request and resolution and ensure assigned jobs are completed within the standard service time with good quality

• Support to management and recommend productivity/ service improvements

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

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.

• Boundless 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.

Learn more about opportunities with us at

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that help s 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