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Customer Service Representative - Quezon City

John Hancock

John Hancock

Customer Service
Quezon City, Metro Manila, Philippines
Posted on Saturday, December 3, 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

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 Customer Service Representatives with the resources to solve critical problems for the future of our business, which is why we need you.

Manulife Contact Center is looking for individuals genuinely excited to help our customers. They will engage and connect with clients across the United States/Canada/Asia to provide product and services information and help resolve emerging concerns.

Minimum Requirements to Hire:

  • EDUCATION: High School/Senior High/Vocational Course/1-year completed in a Bachelor's program

  • EXPERIENCE: At least one to two years of call center experience (international voice)

  • SCHEDULE: Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)

  • LOCATION: Amenability to work in U.P. Ayala Land Technohub, Quezon City

  • HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)

Minimum Skills to hire:

  • 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.

Nice to Haves:

  • Call Center experience focused in customer service, insurance, and health care

  • Exposure to Shared Services or Financial Services environment/industry

On the job you will:

  • 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

  • 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

  • Work with the management team to stay updated on product knowledge and be informed of any process changes

  • Assist with various special projects as needed

Our commitment to you

  • Our mission; to be a part of making Decisions Easier and Lives Better

  • A leadership team dedicated to your growth and success

  • A bold ambition and set of goals to be a leader in driving transformation in our industry

  • Our best. Every day.

Learn more about opportunities with us at jobs.manulife.com.

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