Customer Service Officer (Cebu) Full-time Job

About the job

The Opportunity

The Customer Service Officer handles walk-in and email transactions of our customers and agents, provides the branch operations with support on routine tasks that impact the customer experience and smooth operational efficiency.

Responsibilities

Completing task of significant volume and of consistent practices/process

Monitor and manage inflow of support services workflow

Ensure that published service standards are met

Maintain data files and uploads and perform quality control

Data entry in customer support systems

Process routine transactions and supports a manual validation processes

Validate, maintain and update data from various sources in the field and/or Head Office,

Researching and reconciling various integrity reports to ensure the highest level of accuracy of client information on the back office systems

Providing timely and accurate corrections of client information for problem resolutions to related inquiries

Supporting & processing daily customer reporting

Investigating, processing and responding to inquiries from Administration and Relationship Management teams

Working with vendor and internal departments to ensure SLAs are met.

Identifying gaps and risks in documentation. Where necessary, create and update documentation.

Communicate effectively to management and escalate issues where appropriate.

Providing timely and appropriate feedback to Leader

How will you create impact?

The role will directly report to the Cluster Lead and will work closely with branch operations and channel services team.

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

Graduate of Bachelor's Degree

Exceptional accuracy attention to detail

Excellent research and problem resolution skills with the ability to multitask

Strong verbal and written communication skills

Good organization and prioritization skills to ensure deadlines are met

Knowledge of applicable systems, products or processes

Sound computer literacy

High level of customer service

Strong organizational, prioritization, time management, customer service, and interpersonal skills

Ability to meet deadlines

Able to be flexible in adjusting priorities

Active team player

Support continuous improvement

Work with minimal supervision and under pressure

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

In Office

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.
Visit www.Manulife.com to find out more.
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