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Senior Customer Service Representative/ Officer/ Senior Officer, Customer Contact Centre

John Hancock

John Hancock

Customer Service
Hong Kong
Posted on Thursday, August 18, 2022

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement


Job Description

Senior Customer Service Representative/ Officer/ Senior Officer, Customer Contact Centre

Hong Kong

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Senior Customer Service Representative/ Officer/ Senior Officer, Customer Contact Centre with the resources to solve critical problems for the future of our business, which is why we need you.

What motivates you?

  • You obsess about customers, listen, engage, and act for their benefit

  • You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes

  • You thrive in teams, and enjoy getting things done together

  • You take ownership and build solutions, focusing on what matters

  • You do what is right, work with integrity and speak up

  • You share your humanity, helping us build a diverse and inclusive work environment for everyone

We are looking for someone with:

  • 2+ years of customer service experience preferred but not a must

  • HKDSE/HKCEE/ diploma qualification will be required

  • IIQE 1,3,5 will be preferred

  • Preferably worked previously in a call centre/ service centre environment

  • Experience in Individual Financial Products or Life, group life and medical insurance, financial and wealth management products preferred

  • Excellent telephone manner with good interpersonal skills

  • Mature and pleasant personality

  • Self-motivated and able to work independently

  • Excellent service attitude and able to follow through on commitments to customers

  • Adherence to quality standards

  • Fast and accurate typing skills (over 45 wpm) and PC literate in Word/Excel

  • Good communication skills in English and Chinese, both written and spoken

  • Candidate with more experience will be considered for senior position

On the job you will:

  • Handle enquiries and requests of group medical, individual financial and wealth management products arising from customers.

  • Handle and resolve customer queries and requests via phone and email on products and services in a professional manner with tactful customer service skills.

  • Provide support to management and recommend productivity/service improvements.

  • Ensure accuracy and compliance of all requests to be completed with good quality standards.

  • Support to management and recommend productivity/service improvements.

  • Support ad-hoc tasks to achieve desired results of business needs.

What can we offer you?

  • A competitive salary and benefits packages.

  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

  • A focus on growing your career path with us.

  • Flexible work policies and strong work-life balance.

  • Professional development and leadership opportunities.

Our commitment to you

  • Values-first culture

  • We lead with our Values every day and bring them to life together.

  • Boundless opportunity

  • We create opportunities to learn and grow at every stage of your career.

  • Continuous innovation

  • We invite you to help redefine the future of financial services.

  • Delivering the promise of Diversity, Equity and Inclusion

  • We foster an inclusive workplace where everyone thrives.

  • Championing Corporate Citizenship

  • We build a business that benefits all stakeholders and has a positive social and environmental impact.

Learn more about opportunities with us at

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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