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Customer Service Representative - Quezon City

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Manulife

14d ago

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

AI generated summary

  • You need a high school/vocational education or 1 year of college, 1-2 years of international call center experience, strong English and customer service skills, problem-solving abilities, and keyboarding skills.
  • You will handle customer calls, provide accurate information, resolve issues, document discussions, and communicate updates to management and the business unit 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.

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 Representative.

Where is the location of the job?

The location of the job is U.P. Ayala Land Technohub, Quezon City.

What are the working hours for this position?

The position requires amenability to work at night full-time, with shifting schedules, weekends, and Philippine holidays as needed.

What kind of experience is required for this role?

At least one to two years of call center experience, specifically in international voice, is required.

What qualifications are necessary for applicants?

Applicants should have at least a high school diploma or one year completed in a Bachelor's program, along with excellent English communication skills and strong customer service skills.

Are there any training resources provided?

Yes, extensive training resources are provided to support employee development.

What benefits does Manulife offer to employees?

Manulife offers competitive salary packages, performance bonuses, Day 1 HMO coverage for employees and their dependents, retirement savings benefits, and a culture that values wellness and well-being.

Is there a minimum typing speed requirement?

Yes, a minimum keyboarding speed of at least 35 words per minute is required.

What are the "nice to haves" for this job?

Nice to haves include call center experience focused on customer service, insurance, and health care, as well as exposure to Shared Services or Financial Services environments.

How does Manulife support diversity and inclusion in the workplace?

Manulife is committed to attracting, developing, and retaining a diverse workforce and fostering an inclusive work environment, free from discrimination based on various protected grounds.

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.