Senior Customer Services Officer

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 Senior Customer Service Officer with the resources to solve critical problems for the future of our business, which is why we need you.

 

 Position Responsibilities:

• Handle and resolve customer complaints in a professional manner
• Conduct prompt and through investigations independently and render quality resolutions to customers
• Manage to act within standard turnaround time and in compliance with company guidelines and regulatory requirements
• Work with other departments for case resolutions and streamline the workflow to enhance customer experience
• Analyze complaint data and trends to identify root causes and suggest process improvements
• Prepare management reports
• Handle ad hoc tasks and projects

Required Qualifications:

• University graduate in business, finance, language studies or other relevant subjects
• Good interpersonal and communication skills in verbal and written Chinese and English
• Above 5 years’ solid experience in complaint handling or customer service, with a focus on complex case handling; preferably in financial institutions
• Qualified license of IIQE Paper 1, 3 and 5

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid