Customer Service Representative - Quezon City

Manulife; Quezon City; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

Manulife Contact Center in Quezon City is seeking Customer Service Representatives to assist clients across the United States, Canada and Asia with policy information and service inquiries.

This role requires night shifts, strong English communication, and the ability to handle multiple applications while providing empathetic, accurate support. Hybrid onsite/remote work options are available.

Qualifications

• At least 2 years of international voice customer experience.
• Completed 2 years in college or equivalent degree.
• Amenability to night full-time shifts, weekends and Philippine holidays.
• Hybrid onsite/remote work based on business need, onsite in Quezon City.
• Strong English communication and customer service skills.

Responsibilities

• Answer inbound calls regarding policy/contract information and general inquiries.
• Provide accurate information and resolve customer issues.
• Negotiate solutions and escalate when needed.
• Document discussions and follow up with customers.
• Share production updates with management in written and verbal formats.

Skills

English communication

Customer service

Analytical thinking

Typing speed 35 WPM

Multitasking

Education

2 years college / Associate/Bachelor

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

• 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 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

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