Global Customer Care Agent — Hybrid & Flexible Hours

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 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.