Customer Service Representative - Quezon City

Manulife; Quezon City; Hybrid; PHP 300,000 - 450,000; Full time

Benefits offered by this job

Flexible environment

Career growth

Diversity & inclusion

Job summary

Manulife Contact Center in Quezon City, Philippines, is hiring Customer Service Representatives to engage with clients across the United States, Canada, and Asia, providing product and service information and resolving client concerns. The role requires excellent English communication, call center experience (international voice) and flexibility to work night shifts, with onsite and work-from-home options.

Preferred candidates have at least 2 years of international voice experience, and are

Qualifications

• Excellent English communication skills (spoken and written).
• Strong customer service skills with the ability to build rapport and empathy.
• Strong analytical and problem-solving skills to understand and resolve client concerns.
• Typing speed of at least 35 words per minute.
• Ability to multi-task and navigate multiple applications simultaneously.

Responsibilities

• Answer incoming calls regarding policy/contract information, issues, and service questions.
• Deliver excellent customer service by accurately addressing inquiries and requests.
• Resolve or negotiate win-win solutions, consulting with resources as needed.
• Document and track significant discussions or complaints and follow up with customers.
• Communicate production updates and challenges to management in verbal and written form.

Skills

Excellent English

Strong customer service

Analytical problem solving

Typing speed 35 WPM

Multitasking across apps

Education

Two years college / Associate or Bachelor's degree

Job description

Customer Service Representative - Quezon City

Location: Quezon City, Philippines

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.

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 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.

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] .

Take on the role of Customer Service Representative and support clients across the United States, Canada, and Asia by providing product and service information and resolving client concerns. Engage directly with customers, deliver excellent service, and resolve issues efficiently. Ideal for candidates with call center experience and strong communication skills.

Location: Quezon City, Philippines

Category: Business & Customer Operations

We are seeking a Customer Service Representative to engage with clients across the United States, Canada, and Asia, providing product and service information and resolving client concerns. The role requires strong communication skills and experience in international voice, ideally with at least two years in a similar environment.

Category: Business & Customer Operations

Seeking Customer Service Representatives to engage with clients across the United States, Canada, and Asia, providing product and service information and resolving client concerns. Ideal for candidates with call center experience and strong communication skills.

Category: Business & Customer Operations

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.