Receptionist , Macau Customer Service Centre

Manulife; Hong Kong; Hybrid; HKD 134,000 - 201,000; Full time

Job summary

Manulife's Hong Kong front desk team seeks an experienced receptionist to welcome customers, agents, and visitors, manage registrations and queues, and guide clients to appropriate service counters.

The successful candidate will handle packaging sign-offs, visitor records, and related documentation, while supporting daily administrative tasks and escalating complex issues to the right teams. Fluency in Cantonese and Mandarin is required.

Qualifications

• Minimum 1 year of customer service experience in insurance or related roles.
• Strong interpersonal and communication skills.
• Proficiency in Microsoft Word, Excel and Outlook.
• Good time management and organizational abilities.
• Ability to multitask and prioritize effectively.
• Able to work independently and in a team.
• Fluent in Cantonese and Mandarin; basic English preferred.

Responsibilities

• Serve as the first point of contact for customers, agents, and visitors with professional reception services.
• Manage customer registration, queue ticket issuance, and customer flow.
• Guide customers to service counters and assist with navigation within the centre.
• Sign for packages, maintain visitor records, and handle reception documentation.
• Support administrative and operational activities of the Customer Service Centre.
• Escalate complaints or complex issues to appropriate teams as needed.
• Perform other duties as assigned.

Skills

Customer service

Interpersonal skills

Microsoft Office

Time management

Organization

Prioritization

Independent worker

Team player

Cantonese

Mandarin

English (basic)

Tools

Microsoft Office

Job description

Position Responsibilities:

• Serve as the first point of contact for customers, agents, and visitors, delivering professional and courteous reception services.

• Manage customer registration, queue ticket issuance, and customer flow to ensure efficient front-line operations.

• Guide customers to the appropriate service counters and assist with service navigation within the Customer Service Centre.

• Sign for packages, maintain visitor records, and manage reception-related documentation.

• Support administrative and operational activities of the Customer Service Centre as required.

• Escalate customer complaints or complex service issues to the appropriate team members when required.

• Perform other duties as assigned.

Required Qualifications:

• Minimum 1 year of experience in customer service ,insurance, or related customer-facing roles.

• Customer service oriented with strong interpersonal and communication skills.

• Proficiency in Microsoft Office applications, including Word, Excel and Outlook.

• Strong time management and organizational skills.

• Ability to prioritize tasks and manage multiple responsibilities effectively.

• Able to work independently as well as collaboratively within a team environment.

• Fluent in Cantonese and Mandarin; basic English communication skills preferred.

Preferred Qualifications:

• Experience working in an insurance or corporate customer service environment.

• Experience managing reception operations, customer queues, or appointment scheduling.

• Knowledge of customer service best practices and service excellence standards.

• Professional appearance, positive attitude, and ability to work independently and collaboratively.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

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 [e-mail].

Working Arrangement

Hybrid