Customer Care Senior Specialist

Manulife Insurance Malaysia; Makati; Hybrid; PHP 614,000 - 949,000; Full time

Job summary

Manulife is seeking a Contact Center Senior Specialist (Customer Care) to deliver high-quality phone-based service to clients and agents. The role involves researching complex inquiries, supporting CSRs, and backing up Team Leaders as needed, with opportunities to contribute to training and quality improvement.

The position supports quality monitoring, process improvement, and leadership sharing across the team, in a hybrid setup. Strong communication and problem-solving are essential to succeed.

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, internal processes.
• Demonstrated leadership capability, including guiding others.
• Excellent verbal communication and effective listening skills.

Responsibilities

• Respond to incoming calls from clients and agents within service standards, providing accurate information on accounts, payments, and applications.
• Use multiple systems to research and resolve complex issues and follow up with clients within the timeframe.
• Escalate or seek approval for higher-risk situations and refer to Team Leaders as needed.
• Provide back-up support for Team Leaders and assist with performance follow-up and day-to-day coordination.
• Assist with quality monitoring of calls and recommend improvements for compliance and service quality.

Skills

Call center experience

Leadership capability

Verbal communication

Effective listening

Multitasking

Attention to detail

Problem solving

Organization

Education

Associate's Degree

Tools

Microsoft Office

Job description

The Contact Center Senior Specialist (Customer Care)

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.

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 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 recognitions.

Recent awards include:

Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index

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Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.