Customer Service Representative - Cebu

Manulife; Davao City; Hybrid; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Php 30,000 signing bonus

Job summary

Manulife Contact Center is seeking Customer Service Representatives to engage with clients across the United States, Canada and Asia to provide product information and resolve concerns. A signing bonus of Php 30,000 is offered for hires starting Oct–Dec 2026, with a hybrid work arrangement and onsite options in Lapu-Lapu City, Cebu.

Night shifts and weekend coverage may be required. Minimum 2 years of international voice experience or college graduates with such experience are encouraged to

Qualifications

• Excellent English communication skills
• Strong customer service skills with empathy
• Analytical and problem solving to understand and resolve issues
• Minimum typing speed of 35 words per minute
• Ability to multi-task and navigate multiple applications

Responsibilities

• Answer incoming customer calls regarding policy/contract information, issues, service questions and general client concerns
• Deliver excellent customer service by accurately and efficiently answering customer inquiries and requests
• Resolve or negotiate win-win solutions to caller issues directly or by consulting with resources
• Document and track significant caller discussions or complaints and follow up when necessary
• Regularly communicate production updates and challenges to management and business units in verbal and written formats

Skills

Excellent English communication

Strong customer service

Analytical and problem solving

Typing speed 35 wpm

Multi-tasking across applications

Education

2 years of college / Associate degree / Bachelor's degree

Job description

Manulife Contact Center is looking for Customer Service Representatives who are genuinely excited to help our customers. In this role, you will engage and connect with clients across the United States/Canada/Asia to provide product and services information and help resolve emerging concerns.

Php 30,000 Signing Bonus*

For candidates who start employment from October to December 2026. Terms and conditions apply*

Kindly note that Q3 slots are limited and offered on a first-come, first-served basis. Should the slots be filled, you may be considered for a later hiring date.

Position Responsibilities

• Answer incoming customer calls regarding policy / contract information, issues, service questions and general client concerns

• Deliver excellent customer service by accurately and efficiently answering customer inquiries and request

• Resolve or negotiate “win-win” solutions to caller issues directly or by consulting with appropriate resources

• Document and track significant caller discussions or complaints and follow-up customer calls whenever necessary

• Regularly communicate significant production updates and challenges to management as well as to the business unit in a timely manner, in verbal and written formats

Required Qualifications

• EXPERIENCE: Preferably with call center experience (international voice). Open to college undergraduate with at least 2 years of international voice account experience.

• EDUCATION: Completed 2 years in College, Associate Degree, or Bachelor's Degree

• SCHEDULE: Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)

• HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation) Should also be amenable to work in Lapu-Lapu City, Mactan, Cebu.

Preferred Qualifications

• Excellent English communication skills (spoken and writing)

• Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)

• Strong analytical and problem solving skills to comprehend, solution and act on presented customer concern or problem

• Minimum keyboarding skills of at least 35 words per minute

• Ability to multi-task and navigate multiple applications at the same time.

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.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [e-mail] .

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