Customer Service Specialist

This role is responsible in handling simple and complex inquiries of Manulife Singapore Clients and Financial Advisors on policy, product, and process concerns. The person is responsible in ensuring high quality of service to achieve positive result and client satisfaction by gaining strong insurance product and process knowledge.

Position Responsibilities

• Deliver high-quality service to clients and financial advisors by effectively responding to inquiries, including complex issues related to investments and policy changes.
• Ensure service quality and productivity standards are met, focusing on attention to detail to prevent errors that could impact client satisfaction and business outcomes.
• Adhere to guidelines, identify risks, and resolve client issues by negotiating "win-win" solutions and documenting interactions in Salesforce.
• Educate clients about new products and features, process transactions accurately, and continuously seek opportunities for process improvement.
• Stay informed through ongoing training, identify client issue trends for escalation, and maintain composure under pressure while communicating clearly with clients.
  
  

Required Qualifications

• College or University graduate of any business or financial course.
• At least 2 years’ experience in Financial or Insurance industry or at least 3 years customer service experience.
• Strong written business English
• Prior contact centre experience with handling email and call enquiries preferred.
  
  

Preferred Qualifications

• Possesses strong customer service skills, effectively addressing customer concerns efficiently.
• Exhibits excellent oral and written communication skills.
• Demonstrates strong analytical abilities and problem-solving skills.
• Capable of quick learning, multitasking, and maintaining composure under pressure.
• Solution-focused with a keen attention to detail.
  
  

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].

Working Arrangement

Hybrid