The opportunity

The customer is the focus of everything we do, and millions of end users rely on our products and services daily. We believe in the value of empowering our Senior Customer Service Representative with the resources to enhance and achieve our business performance objectives for the future of our business, which is why we need you. 

Responsibilities

Handle enquiries and requests of investment management and pension related products (including but not limited to MPF & ORSO scheme) arising from customers. 

Provide effective solutions to enquiries/complaints in a proactive and professional manner with tactful customer service skills. 

Cooperate with other teams and team members to ensure timely resolution of customer requests and problems. 

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. 

​

How will you create impact?

Provide excellent customer service to impress customers and achieve the highest tNPS among the industry. 

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 approach 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.

What we are looking for

Degree holder with experience in investment / pension industry 

2+ years of customer service / contact centre experience preferred but not a must 

Experience investment management and pension 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   

​

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.

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 recruitment@manulife.com.

Working Arrangement