Senior Customer Service Officer, Customer Contact Centre

Manulife/John Hancock; Hong Kong; Hybride; HKD 300 000 - 480 000; Plein temps

Résumé du poste

Manulife/John Hancock in Hong Kong is seeking a dedicated Customer Service Specialist to handle inquiries related to Individual Financial Products, Group Life and Medical Insurance, and Wealth Management via email. You will reply professionally, within service standards, and ensure compliance with regulations.

The role requires strong written English and Chinese, 5+ years in customer service, and IIQE license (preferred).

Qualifications

• 5+ years of solid customer service experience preferred.
• University graduate in business, finance, language studies or related subject.
• IIQE Papers 1, 3 and 5 license preferred.
• Preferably worked in a call centre or customer service environment.
• Experience handling customer enquiries through email correspondence.
• Strong written communication in English and Chinese.
• Self-motivated and able to work independently.
• Fast typing skills (45+ wpm) and PC literate in MS Word/Excel.

Responsabilités

• Mainly handle customer enquiries and requests related to Individual Financial Products, Group Life and Medical Insurance and Wealth Management products arising from customers through email correspondence.
• Respond to customer enquiries accurately in a professional manner within established service standards and turnaround times.
• Ensure all customer requests are processed accurately and in compliance with company guidelines and regulatory requirements.
• Work with other departments for case resolutions and streamline the workflow to enhance customer experience.
• Support to management and recommend productivity/service improvements.
• Support ad-hoc tasks to achieve desired results of business needs.

Connaissances

Email handling

Customer service

Bilingual English/Chinese

Typing 45+ wpm

Independent work

MS Word/Excel

Formation

University degree in business/finance or related field

Outils

MS Word

MS Excel

Description du poste

Position Responsibilities:

• Mainly handle customer enquiries and requests related to Individual Financial Products, Group Life and Medical Insurance and Wealth Management products arising from customers through email correspondence.
• Respond to customer enquiries accurately in a professional manner with tactful customer service skills within established service standards and turnaround times.
• Ensure all customer requests are processed accurately and in compliance with company guidelines and regulatory requirements.
• Work with other departments for case resolutions and streamline the workflow to enhance customer experience.
• Support to management and recommend productivity/service improvements.
• Support ad-hoc tasks to achieve desired results of business needs.

Required Qualifications:

• Above 5 years of solid customer service experience preferred but not a must
• University graduate in business, finance, language studies or other relevant subjects
• Qualified license of IIQE Papers 1, 3 and 5 preferred
• Preferably worked previously in a call centre or customer service centre environment
• Experience in handling customer enquiries through email correspondence
• Strong written communication skills with the ability to draft clear, professional and customer-focused email responses
• Self-motivated and able to work independently
• Fast and accurate typing skills (45+ wpm) and PC literate in MS Word/Excel
• Good communication skills in English and Chinese, both written and spoken

When you join our team:

• 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.

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 We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognition. Recent awards include:

• 2026 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World's Best Employers 2025
• Financial Times World's Best Employers Asia-Pacific 2026
• We’ve been recognized as one of Canada’s Top 100 Employers 2026
• #1 Life Insurer for AI Maturity by Evident 2026

To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.