Hybrid Global Customer Support Specialist

Manulife John Hancock; Quezon City; Hybrid; PHP 335,000 - 513,000; Full time

Job summary

Manulife Contact Center is seeking Customer Service Representatives to assist clients across the United States/Canada/Asia with product and service information and issue resolution. The role requires flexibility for night shifts and a hybrid on-site/home arrangement, including work at U.P. Ayala Land Technohub, Quezon City.

You will answer calls, deliver accurate information, and strive to provide win-win resolutions while documenting discussions and reporting updates to management.

Qualifications

• 2 years of college completed, associate degree, or bachelor's degree required
• Excellent command of English (spoken and written)
• Strong customer service skills with rapport-building and empathy
• Analytical and problem-solving abilities to understand and address issues
• Minimum typing speed of 35 words per minute
• Ability to multi-task and navigate multiple applications simultaneously

Responsibilities

• Answer incoming calls regarding policy/contract information, issues, service questions and client concerns
• Deliver excellent customer service by accurately and efficiently answering inquiries
• Resolve or negotiate win-win solutions directly or with appropriate resources
• Document and track significant caller discussions or complaints and follow up
• Communicate production updates and challenges to management in verbal and written form

Job description

Manulife Contact Center is seeking Customer Service Representatives to assist clients across the United States/Canada/Asia with product and service information and issue resolution. The role requires flexibility for night shifts and a hybrid on-site/home arrangement, including work at U.P. Ayala Land Technohub, Quezon City.

You will answer calls, deliver accurate information, and strive to provide win-win resolutions while documenting discussions and reporting updates to management.