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Customer Service Professional II

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Manulife

14d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • Manila
  • Quick Apply

AI generated summary

  • You need high school education or 1 year of college, 1-2 years of call center experience, excellent English skills, strong customer service, analytical abilities, and 35 WPM typing speed.
  • You will handle customer calls, provide accurate information, resolve issues, document interactions, and communicate updates to management effectively.

Requirements

  • EDUCATION: High School/Senior High/Vocational Course/1-year completed in a Bachelor's program
  • EXPERIENCE: At least one to two years of call center experience (international voice)
  • SCHEDULE: Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)
  • LOCATION: Amenability to work in U.P. Ayala Land Technohub, Quezon City
  • HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
  • MINIMUM SKILLS TO HIRE/MUST HAVES:
  • 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.
  • Nice to Haves
  • Call Center experience focused in customer service, insurance, and health care
  • Exposure to Shared Services or Financial Services environment/industry

Responsibilities

  • 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

FAQs

What is the job title for this position?

The job title is Customer Service Professional II.

What benefits does Manulife offer for this position?

Manulife offers competitive salary packages, performance bonuses, Day 1 HMO with free coverage for dependents, retirement savings benefit, and an extensive training resources among other benefits.

Is prior call center experience required?

Yes, at least one to two years of call center experience (international voice) is required.

What educational background is preferred for this position?

Candidates should have completed high school, senior high, vocational courses, or at least one year of a bachelor's program.

Are there any specific communication skills required for this job?

Yes, excellent English communication skills (both spoken and written) are a must for this position.

What is the work schedule like for this position?

The role requires amenability to work full-time at night, including shifting schedules, weekends, and Philippine holidays if necessary.

Where is the job location?

The job is located at U.P. Ayala Land Technohub, Quezon City.

Is the work arrangement for this position only onsite?

No, it is a hybrid work arrangement, meaning candidates should be amenable and ready to work both onsite and from home as needed.

What skills are deemed essential for hiring?

Essential skills include strong customer service skills, analytical and problem-solving skills, the ability to multi-task, and a minimum keyboarding speed of 35 words per minute.

Is experience in the insurance or healthcare industry preferred?

Yes, call center experience focused in customer service, insurance, and healthcare is considered a "nice to have" for this position.

How does Manulife approach diversity in hiring?

Manulife is an Equal Opportunity Employer and strives to attract, develop, and retain a diverse workforce, fostering an inclusive work environment that embraces various cultures and individuals.

Finance
Industry
10,001+
Employees

Mission & Purpose

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.