Customer Service Senior Analyst, Customer Contact Centre

Manulife; United States; Hybrid; USD 45,000 - 70,000; Full time

Job summary

Manulife is seeking a Customer Service Senior Analyst for the Customer Contact Centre. The role focuses on outbound calls, case resolution coordination, and supporting operational efficiency. Strong English and Chinese communication skills are essential, as is experience in a call center environment.

The successful candidate will handle documentation, participate in special projects, and contribute to service quality in a hybrid work setting with support from a global team.

Qualifications

• Degree or diploma holder required.
• 2+ years call center experience.
• Fluent in English and Chinese (written and spoken).
• Proficient in Microsoft Office.

Responsibilities

• Conduct outbound calls and follow-up activities with customers to support operational and compliance requirements.
• Coordinate with internal and external parties to facilitate case resolution, documentation collection, and timely completion of customer requests.
• Assist with customer servicing and operational support activities to ensure service quality and operational efficiency.
• Provide support for ad hoc assignments, special projects, and other Customer Contact Centre (CCC) operational needs as required.

Skills

Call center experience

Bilingual English/Chinese

Independent worker

Education

Degree or Diploma

Tools

Microsoft Office

Job description

Customer Service Senior Analyst, Customer Contact Centre

Position Responsibilities:

• Conduct outbound calls and follow-up activities with customer to support operational and compliance requirements.
• Coordinate with internal and external parties to facilitate case resolution, documentation collection, and timely completion of customer requests.
• Assist with customer servicing and operational support activities to ensure service quality and operational efficiency.
• Provide support for ad hoc assignments, special projects, and other Customer Contact Centre (CCC) operational needs as required.

Job Requirements:

• Degree / diploma holder
• 2+ years call center experience required
• Good communication skills in English and Chinese, both written and spoken
• Proficient knowledge of Microsoft Office
• Preferably worked previously in a call centre/ service centre environment
• Experience in Individual Financial Products or MPF, group life and medical insurance, financial and wealth management products preferred
• Mature and pleasant personality
• Self-motivated and able to work independently
• Adherence to quality standards

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