Customer Care Senior Specialist

Manulife Financial; Makati; Hybrid; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

Career development

Flexible working arrangement

Global team environment

Job summary

Manulife Financial is seeking a Contact Center Senior Specialist (Customer Care) to deliver high-quality phone support to clients and agents. You will research and resolve complex inquiries beyond standard handling, under supervisor guidance, and contribute to training and quality monitoring.

The role requires associate degree, 2+ years in a call center, and Long-Term Care product experience, with opportunities to grow within a global financial services leader.

Qualifications

• Associate's degree required.
• At least 2 years of call center experience required.
• Long-Term Care product experience required.
• Advanced knowledge of products, systems, policies, procedures, and workflows.
• Demonstrated leadership capability to support team goals.
• Excellent verbal communication and effective listening skills.
• Strong attention to detail and multitasking abilities.

Responsibilities

• Respond to incoming calls from clients and agents within service standards with accurate information.
• Research and resolve complex issues using multiple computer systems and follow up within timeframe.
• Escalate or seek approval for exceptions and higher-risk situations.
• Assist with resolution of escalated complaints with proper documentation.
• Provide back-up support for Team Leaders and assist with day-to-day coordination.
• Participate in quality monitoring and provide recommendations for improvement.
• Share knowledge to improve team consistency and performance.

Skills

Advanced product knowledge

Leadership capability

Excellent communication

Microsoft Office proficiency

Education

Associate's Degree

Tools

Microsoft Office

Job description

The Contact Center Senior Specialist (Customer Care) is accountable for providing high-quality, phone-based customer service to clients and agents. The role applies advanced knowledge of products, systems, policies, and processes to research and resolves complex inquiries that fall outside standard handling. The Supervisor provides operational and escalation support for CSRs, helps maintain service and quality standards, and serves as back-up support for Team Leaders as needed. The role also contributes to training, quality monitoring, process improvement, and one-on-one capability development.

Position Responsibilities:

• Respond to incoming calls from clients and agents within established service standards, providing accurate information regarding account details, payments, transactions, products, and application status, and delivering professional, high-quality service to internal and external customers.
• Use multiple computer-based administration systems to research and resolve complex issues, set clear expectations for resolution, and follow up with clients within the established timeframe.
• Review complex situations and determine when escalation or further approval is required, referring exceptions and higher-risk situations to Team Leaders for review and approval.
• Support the resolution of escalated customer complaints with accuracy, professionalism, and appropriate documentation, following through on inquiries and projects to ensure completion and closure.
• Provide back-up support for Team Leaders as business needs require, and support Team Leaders with performance follow-up or day-to-day team coordination when needed.
• Assist with quality monitoring of calls to verify adherence to applicable policies and procedures, observe handling practices, and provide recommendations to improve compliance and service quality.
• Demonstrate strong attention to detail and a consistent commitment to quality, and understand how operational metrics, quality results, and employee engagement affect business outcomes.
• Escalate recurring quality, process, or compliance concerns to the appropriate stakeholders.
• Assist with new-hire training, cross-training, refresher sessions, and one-on-one development, and provide guidance and practical support to colleagues handling complex customer situations.
• Contribute to team goals through effective leadership, collaboration, and positive role modelling, and share product, process, and system knowledge to improve team consistency and confidence.
• Work with other areas to create, review, and validate training and process documents, identify recurring issues, and offer practical recommendations for process improvement.
• Collaborate with operational partners to resolve customer concerns and reduce avoidable hand-offs.
• Organize and prioritize multiple responsibilities while maintaining accuracy and service commitments,

Required Qualifications:

• Associate's Degree required.
• At least 2 years of call center experience required.
• Long-Term Care product experience required.
• Advanced knowledge of relevant products, systems, policies, procedures, internal business processes, and workflows.
• Demonstrated leadership capability, including the ability to support team goals and provide guidance to others.
• Excellent verbal communication and effective listening skills.
• Proficient knowledge of Microsoft Office applications.
• Strong attention to detail, organization, problem-solving, and multitasking skills.
• Demonstrated commitment to quality and timely completion of follow-up activities.

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.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/lご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、[e-mail]までご連絡をお願いします。

Working Arrangement

ハイブリッド勤務