Senior Customer Service Officer

Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go.

Position Responsibilities:

• Provide prestige customer-oriented services to the customers, agents and brokers using the centre. 
• Provide application checking services to agents and brokers 
• Support MCV client verification process 
• Provide effective solutions to agents and customers’ inquiries within a predetermined time frame in a proactive and professional manner. 
• Handle conference / meeting room reservations and follow-up work  
• Ensure accuracy and compliance of all requests completed with high quality standards 
• Resolve complex cases and complaints arising from work 
• Provide other service support and work at different locations of Agency Service Centre when necessary 
• Cooperate with team members and others to achieve desired results and support business needs 

Required Qualifications:

• Degree holder with 5+ year of customer service experience in insurance industry is preferred 
• HKDSE/HKCEE/HKALE/diploma qualification with customer service experience in insurance industry will also be considered. 
• Passed in Paper I & III under Insurance Intermediaries Qualifying Examination (IIQE) is a must. 
• Worked previously in service centre environment is an advantage 
• Excellent customer service, good communication and interpersonal skills 
• Good command of English and Chinese, both spoken and written 
• Fluency in Mandarin is a must. 
• Willing to work on non-office days when necessary, including Sundays and Public Holidays 
• Quick learner with strong analytical and problem-solving skills 
• Strong self-initiative, responsible and able to work under pressure 
• Familiar with Word, Excel and Chinese Word processing 

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.