Through multiple channels, Customer Service Professional II is responsible for building strong customer relationships by assisting customers with inquiries, issues, and complaints on products and services. Offers solution based on the prescribed service and operating work standard.

Customer Service Professional II will directly report to Operation Supervisor or Assistant Manager. It is expected for a Customer Service Professional to deliver easier, better, and faster service to customers.
 

Working Arrangement: Hybrid

Key Accountabilities:

• Offers solution to customers based on the Knowledge article provided.
• Process transaction and coordinate with other departments and document significant discussions or complaints.
• Complete ongoing training to stay abreast of Products, industry, services, and policy changes.
• Complete transactions and provide timely and accurate information to customers.
• Meet all key performance targets.
• Provides professional and positive experience for every customer.
• Identifies trends and patterns of customer issues and escalates to appropriate support team.
• Navigate through multiple channels at a time and still focus on delivering good customer experience.

• Report any computer system error or concerns found which affect daily processing
• Monitor pending transactions or request endorsed to another department
• Complete and timely update of call logs
• Ensure documentation for transactions are complete and sent for imaging on a timely basis

Other:

• Participate and support department/company initiatives to improve staff engagement
• Ensure confidentiality of information and careful oversight of data

What we are looking for (Qualification)

• Should have completed at least 2 years tertiary education with 2-yr contact center experience.
• With Basic knowledge computer skills
• Strong English communication skills (spoken and writing)
• Requires communication and customer service skills to exchange and clarify details of product / process information in a controlled and confident manner.
• Requires good understanding of the work routines and procedures in own job and the application of knowledge and skills in a range of processes, procedures, platforms, and/or systems.

• Ability to clearly understand and act on presented problem statements; to comprehend, capture as well as interpret basic customer information.

• Ability to work independently with minimal supervision. Leverages available tools and resources in researching required participant information.
• Communicate and coordinate with other departments.
• Ability to work independently with minimal supervision. Leverages available tools and resources in researching required participant information.

• Minimum keyboarding skills of at least 35 words per minute 

Internal Applicants:

• Must have at least one year tenure in their current position.
• Should not have any attendance issues or disciplinary action for the past 12 months. 
• With at least have a rating of “Effective” on the recent performance review.

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 [email protected].