On the job you will: 

• Manage large amounts of outbound calls in a timely manner
• Complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’ positive reputation
• Follow communication ‘scripts’ when handling different topics
• Handle customer enquiries both over the phone and by email. Follow up customer calls when necessary
• Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives; escalate when necessary
• Review customer policy, providing update and information about premium, loans, and other policy items
• Achieve performance goals like call duration and customer satisfaction
• Efficiently use software systems during customer interactions
• Complete call logs and keep records of all conversations in company call center database
• Document all information according to standard operating procedures and produce call reports
• Maintain customer data privacy in line with company regulations
• Attending training sessions to continuously improve knowledge and performance
• Work with colleagues, share feedback and contribute to team meetings
• Collaborate with other CSC staff/CSR to improve customer service

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

Education and experience:

• University degree
• Knowledge of customer service principles and practices
• Prior experience in a call center or customer service role is often preferred.
• Proficiency in using computer systems, CRM software, and call center equipment.

Key competencies and Skills

• Customer service orientation
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to handle high-stress situations and adapt to changing demands
• Ability to multi-task, set priorities and manage time effectively.
• Willingness to collaborate with team members and contribute to a positive working environment.

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].

In Office