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 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: 

·         Degree / diploma holder

·         Around 3-5 years' relevant work experience, preferably in provident funds operations (MPF & ORSO)

·         IA license, MPF license, LOMA qualifications would be an advantage

·         People oriented with tactful customer service skills and good problem-solving abilities

·         Self-motive, well organized and attentive to details. Mature and able to work independently under pressure

·         Good interpersonal, communication and organizational skills to work with counter partners

·         Strong PC skills in MS office, including Word, Excel and PowerPoint

·         Proficient in both English and Chinese, both spoken and written

On the job you will: 

·         Handle daily administrative duties in provident funds operation team of Employee Benefits within specific turnaround time, including exception case handling.

·         Follow up with customers on missing information or data correctness through verbal or written follow up action.

·         Provide one-stop service supports to VIP clients and support the customer retention through regular direct contact with customers to ease their administrative burden in provident funds scheme.

·         Respond to customers’ enquiries and provide solution and information within the standard service time.

·         Handle problem case and support the handling of customer complaints including investigation.

·         Review work quality and monitor work performance for the processes that have been outsourced.

·         Support the delivery of ad-hoc assignment or project such as e-mean promotion, workflow change, etc

 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 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