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
In Office
Job Description
The opportunity
This role is accountable for providing quality, phone-based customer service to callers. Requires advanced knowledge of products and processes to research and provide solutions to complex issues that fall outside normal processes. Provide back-up for Team Leaders as needed.
Responsibilities
- Kim sot v thc hin vic tr li in thoi ca khch hng(Monitor and handle hotline calls from clients)
- Gii p thc mc ca khch hng v hp ng v quy nh hnh chnh lin quan n hp ng bo him (Reply clients inquiries about policy and admin procedures related to policy)
- Hng dn khch hng thc hin th tc hnh chnh khi khch hng yu cu (Guide clients to fullfil admin procedures according to clients requests)
- T vn khch hng duy tr hp ng (Handle policy conservation)
- Kim tra v tr li tin nhn ca Khch hng t hp th thoi hng ngy (Check & reply daily messages from telephone box)
- Tip nhn khiu ni khch hng v phi hp vi nhn vin/b phn lin quan gii quyt khiu ni (Receive complaints from clients and Coordinate with the staff in-charge of handling complaints to solve for clients)
- Thc hin cc cng vic lin quan n khiu ni t Khch hng (Complaint handling)
- Thc hin thay i thng tin hp ng bo him qua in thoi theo yu cu ca khch hng (Process policy changes via phone when client requests as requirements)
- Kim sot v thc hin cc cuc gi ch ng n khch hng (Monitor and handle outbound calls to clients):
- Lin h t vn v gii p thc mc ca KH sau cuc gi chc mng hp ng mi cp (Hanle call-back for welcome calls).
- Kim tra ngu nhin H trc khi cp theo yu cu ca b phn thm nh (Random check call to client before issuing policy)
- Kim tra ngu nhin KH tham gia HBH lin kt u t/ lin kt chung trc khi cp (Randome check call to client buying RPUL & UL products)
- Lin h KH theo danh sch t POS (Policy suspense, unsuccessful bank-transfer)
- Thc hin lin h KH theo danh sch hng qu ca b phn Quan h Khch hng (Quarterly mini-survey to clients as Customer Relationship Unit's request).
- Thc hin cc cuc gi ch ng khc n Khch hng khi c phn cng (Other outbound call as assigned)
- Kim sot v thc hin tr li yu cu, thc mc ca KH qua Th in t, phng tin truyn thng nh PWS, Zalo, Facebook (Handle client inquiries via email, social media like PWS, Zalo, Facebook)
- Lin h gi in gii p cc yu cu, thc mc ca Khch hng gi n qua Th in t hoc cc phng tin truyn thng nh trang web PWS, Zalo, Faceboook (Conduct outbound call to handle client inquiries via email, social media lile PWS, Zalo, Facebook)
- Son tho v iu chnh th in t phc tr li thc mc ca Khch hng, chuyn th tr li cho cp qun l xem xt (nu cn) trc khi gi n Khch hng (Draft and review email to answer client's request, refer the reply letter to supervisor to review if needed before sending out)
- Kim sot v thc hin vic hun luyn/hng dn cho cc nhn vin mi v bui hp chia s th tc hnh chnh vi b phn kinh doanh (Monitor and conduct training refreshment for new staff and have administration presentations to agency force)
- Thc hin hun luyn cho cc nhn vin mi (Conduct tranining for new comers)
- Thc hin chng trnh nng cao nghip v cho cc ng nghip (Conduct refresh training for colleagues)
- Thc hin bui hp chia s vi b phn kinh doanh (Have administration presentation to agency force)
- Cc cng vic khc (Other tasks)
- m bo thng tin ca khch hng c bo qun tuyt mt ti cc khu vc ph trch (Ensure client's information is kept confidential at respective locations)
- Tun th cc chnh sch/ quy nh ca cng ty (Ensure company policies/ regulatory/ requirements are followed at respective location)
- H tr thc hin cng vic ca b phn khi cn (Support daily team tasks when necessary)
- H tr cng vic khi ng nghip ngh php (Back up for Colleague)
- H tr qun l trong cng vic gim st v qun l b phn khi cn thit (Back up for line manager to monitor/supervise the team-only apply for Senior Specialist)
- m bo hon tt cng vic hng ngy chnh xc v kp thi (Ensure to complete daily work exactly and timely)
- Qun l ti sn, c s vt cht v chi tiu ca vn phng (Control expenses within budget and manage office property)
- Thc hin cc cng vic theo s ch nh ca cp qun l trc tip (Perform tasks when assigned by direct management).
Ghi Ch Khc
Khi c s thay i yu cu cng vic cho nhn vin th s c s thng nht li bng m t cng vic
(In case of change in job assignment for CC staff, the job description will be adjusted accordingly)
How will you create impact
This role is accountable for providing quality, phone-based customer service to callers. Requires advanced knowledge of products and processes to research and provide solutions to complex issues that fall outside normal processes. Provide back-up for Team Leaders as needed.
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
- University Degree
- Typing skill, Word, Excel
- More than 2 working year in dealing with customers
- Customer Orientation
- Bias for action
- Interpersonal sensitivity
- Concern for order and quality
- Leadership & Teamwork
- Continuous Improvement Orientation
- Flexibility
- Development & Learning Orientation
- Policy owners, Contractors, Suppliers
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 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 [Confidential Information].
