Customer Service Representative | Hybrid

Manulife Global Solutions; Cebu City; Hybrid; PHP 290,000 - 379,000; Full time

Benefits offered by this job

Signing bonus Php 30,000

Job summary

Manulife Global Solutions is hiring Customer Service Representatives in Cebu City, Philippines. The role involves handling customer calls across US/Canada/Asia to provide policy and service information and resolve issues.

A Php 30,000 signing bonus is offered for joiners between October and December 2026. The position supports hybrid work arrangements onsite and from home, including at Mactan/Lapu-Lapu area.

Qualifications

• Excellent English communication skills (spoken and written).
• Strong customer service skills with rapport building and empathy.
• Strong analytical and problem-solving abilities to resolve concerns.
• Minimum keyboarding speed of 35 words per minute.
• Ability to multi-task and navigate multiple applications.

Responsibilities

• Answer incoming calls regarding policy/contract information and general client concerns.
• Provide accurate product and service information and resolve inquiries.
• Resolve or negotiate win-win solutions; consult with appropriate resources as needed.
• Document and track significant caller discussions or complaints and follow up calls.
• Communicate significant production updates and challenges to management and business units in a timely manner.

Skills

English communication

Customer service

Analytical thinking

Typing speed 35 wpm

Multitasking

Education

College education (2 years) or higher

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*

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 Mactan Lapu-Lapu, Cebu City

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.