Customer Service Representative

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development You've come to the right place.

• Competitive Salary packages and performance bonuses
• Day 1 HMO + FREE coverage for your dependents (inclusive of same gender couples)
• Retirement savings benefit
• Rewarding culture that values wellness and well-being
• Performance Bonus
• Global network of industry experts
• Extensive training resources

Job Description

Manulife Contact Center is looking for Customer Service Representatives who are genuinely excited to help our customers. In this role, you will engage and connect with clients across the United States/Canada/Asia to provide product and services information and help resolve emerging concerns.

• Answer incoming customer calls regarding policy / contract information, issues, service questions and general client concerns
• Deliver excellent customer service by accurately and efficiently answering customer inquiries and request
• Resolve or negotiate win-win solutions to caller issues directly or by consulting with appropriate resources
• Document and track significant caller discussions or complaints and follow-up customer calls whenever necessary
• Regularly communicate significant production updates and challenges to management as well as to the business unit in a timely manner, in verbal and written formats

Required Qualifications:

• EXPERIENCE: Preferably with call center experience (international voice). Open to college undergraduate with at least 2 years of international voice account experience.
• EDUCATION: Completed 2 years in College, Associate Degree, or Bachelor's Degree
• SCHEDULE: Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)
• HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation) Should also be amenable to work in U.P. Ayala Land Technohub, Quezon City

Preferred Qualifications:

• Excellent English communication skills (spoken and writing)
• Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
• Strong analytical and problem solving skills to comprehend, solution and act on presented customer concern or problem
• Minimum keyboarding skills of at least 35 words per minute
• Ability to multi-task and navigate multiple applications at the same time.

When you join our team:

• We'll empower you to learn and grow the career you want.
• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we'll support you in shaping the future you want to see.

• Cafeteria, Joining goodies, Maternity leaves, Annual leaves, Rewards & recognition, Course reimbursements, Professional degree assistance, Stock options, Health & insurance, Life insurance, Mental health wellbeing