The opportunity

Interact with sales consultants and customers to provide information in response to inquiries, concerns and requests about products and services. Resolving complaints and maintain customer satisfaction by rectifying problems and providing solutions.

Responsibilities

• Deal directly with customers either by telephone, electronically or face to face if necessary.

• Provides accurate, clear, concise and timely response and services to customers and assists sales consultants in customer support. If necessary, to direct these queries to the appropriate department. 

• Compose letters or electronic correspondence in reply to request for policy information/clarification and document submission.

• Keep records of customer interactions and transactions such as details of enquiries, comments and complaints.

• Communicate and coordinate with internal departments to resolve enquiries and complaints.

• Provide feedback on the efficiency of the customer service process

• Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

• Handle complaints via phone, email, mail or social media, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

• Perform regular check on department’s NPS survey feedback report, identify issues and propose solutions to improve customer experience

• Participate in NPS huddle for customer service soft skill improvement. Identify service gap by studying, evaluating and re-designing processes and propose actions and remedial steps for better service experience. Monitor and analysing results after implementation.

• Work with Assistant Customer Service Manager to ensure proper customer service is being delivered

• Follow communication procedures, guidelines and policies. Enforces company policies and procedures.

• Participate in all proactive sales, marketing, customer centricity initiative, conservation and telemarketing programmes

• Additional responsibilities as and when required by superior.

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

• Good communications skills  - written and verbal

• Good command of English

• Knowledge of local languages and dialects, Tamil or Mandarin

• Application Systems knowledge

• Human Relations and soft skills

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.

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