Customer Service Representative - Cebu

Manulife; Lapu-Lapu; Hybrid; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Signing bonus

Hybrid work model

Job summary

Manulife Contact Center in the Philippines is seeking Customer Service Representatives to assist clients across the United States, Canada and Asia with product information and issue resolution.

A PHP 30,000 signing bonus is offered for hires who start between October and December 2026, with terms and conditions applying. The role requires strong English communication and customer service skills and supports a hybrid work arrangement with onsite and from-home options.

Qualifications

• Experience: call center experience (international voice). Open to college undergrad with at least 2 years international voice experience.
• Education: Completed 2 years in College, Associate Degree, or Bachelor's Degree
• Schedule: Night shift, full-time, weekends and Philippine holidays as needed
• Hybrid work arrangement: Onsite and from home as needed; amenable to work in Lapu-Lapu City, Mactan, Cebu

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 appropriate resources
• Document and track significant caller discussions or complaints and follow-up customer calls when necessary
• Regularly communicate significant production updates and challenges to management and the business unit in verbal and written formats

Skills

English fluency

Customer service

Multi-tasking

Typing 35 wpm

Analytical skills

Education

Two years of college

Associate or Bachelor's degree

Job description

Category: Business & Customer Operations

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 fromOctober to December 2026.Terms and conditions apply*

Kindly note that Q4 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.

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].

Location: Quezon City, Philippines

We're committed to creating a workplace where employees feel empowered to grow the career they want.

Shouldn't there be more to a workplace than work? We think so. That’s why we offer a range of benefits to help you grow both personally and professionally.

Inclusion We believe that embracing inclusion is the key to creating a stronger, more resilient organization. It's not just a value - it's a strategic advantage that sets us apart.