Customer Service Representative - Quezon City

Manulife/John Hancock; Manila; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

Manulife Contact Center is seeking Customer Service Representatives in Metro Manila to assist clients across the United States, Canada, and Asia with policy information and issue resolution. Night shifts, onsite or work-from-home options may apply, with holidays possible.

You will handle inquiries, document discussions, and provide timely updates to management while delivering first-class customer service in a dynamic, hybrid work environment.

Qualifications

• Preferably with call center experience (international voice). Open to college undergraduate with at least 2 years of international voice account experience.
• Completed 2 years in College, Associate Degree, or Bachelor's Degree
• Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)
• Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
• Amenable to work in U.P. Ayala Land Technohub, Quezon City

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 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

Skills

Call center experience

Excellent English

Night shift

Customer service

Education

Two 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. 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

• Preferably with call center experience (international voice). Open to college undergraduate with at least 2 years of international voice account experience.
• Completed 2 years in College, Associate Degree, or Bachelor's Degree
• Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)
• Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
• Amenable to work in U.P. Ayala Land Technohub, Quezon 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.

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

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 industry-leading AI, 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.

Recent awards include

• 2026 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers 2025
• Financial Times World’s Best Employers Asia-Pacific 2026
• We’ve been recognized as one of Canada’s Top 100 Employers 2026
• #1 Life Insurer for AI Maturity by Evident 2026

To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.