Customer Service Officer

Manulife; Hong Kong; On-site; HKD 167,000 - 234,000; Full time

Job summary

Manulife in Hong Kong seeks a Customer Service Officer for the Distribution Contact Centre. You will handle enquiries related to Individual Financial Products and support agents via phone, live chat and email. Strong communication in English and Chinese is required, with a professional service attitude and ability to work independently.

3+ years in customer service and relevant qualifications (HKDSE/HKCEE/diploma, IIQE 1/3/5) are preferred. Typing speed over 45 wpm and PC literacy are expected.

Qualifications

• 3+ years of customer service experience preferred but not a must.
• HKDSE/HKCEE/ diploma qualification will be required.
• IIQE 1,3,5 will be preferred.
• Preferably worked previously in a call centre/service centre environment.
• Experience in Individual Financial Products or Life, group life and medical insurance preferred.
• Excellent telephone manner with good interpersonal skills.
• Self-motivated and able to work independently.
• Excellent service attitude and able to follow through on commitments to customers.
• Adherence to quality standards.
• Fast and accurate typing skills (over 45 wpm).
• Good communication skills in English and Chinese, both written and spoken.

Responsibilities

• Handle enquiries and requests of on Individual Financial Products administration arising from agents.
• Handle and resolve agent queries and requests via phone, live chat and email on products and services with professional customer service.
• Provide support to management and recommend productivity/service improvements.
• Ensure accuracy and compliance of all requests to be completed with good quality standards.
• Support ad-hoc tasks to achieve business needs.

Skills

Customer service

Telephone manner

Bilingual English/Chinese

Typing 45 wpm

Independent work

Education

HKDSE/HKCEE/diploma

IIQE 1/3/5

Tools

Word

Excel

Job description

Category: Business & Customer Operations

Customer Service Officer, Distribution Contact Centre

Hong Kong

The Opportunity

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

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 mindset 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

On the job you will:

• Handle enquiries and requests of on Individual Financial Products administration arising from agents.
• Handle and resolve agent queries and requests via phone, live chat and email on products and services in a professional manner with tactful customer service skills.
• Provide support to management and recommend productivity/service improvements.
• Ensure accuracy and compliance of all requests to be completed with good quality standards.
• Support to management and recommend productivity/service improvements.
• Support ad-hoc tasks to achieve desired results of business needs.

We are looking for someone with:

• 3+ years of customer service experience preferred but not a must
• HKDSE/HKCEE/ diploma qualification will be required
• IIQE 1,3,5 will be preferred
• Preferably worked previously in a call centre/ service centre environment
• Experience in Individual Financial Products or Life, group life and medical insurance, financial and wealth management products preferred
• Excellent telephone manner with good interpersonal skills
• Mature and pleasant personality
• Self-motivated and able to work independently
• Excellent service attitude and able to follow through on commitments to customers
• Adherence to quality standards
• Fast and accurate typing skills (over 45 wpm) and PC literate in Word/Excel
• Good communication skills in English and Chinese, both written and spoken.

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

• 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.

Learn more about opportunities with us at www.manulife.com/en/careers/why-join-us.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 [e-mail].

Category: Business & Customer Operations

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