**The Opportunity** Interact with sales consultants and customers to provide information in response to inquiries, concerns and requests about products and services. Resolving complaints and maintain customer satisfaction by rectifying problems and providing solutions. Give coaching and on-the-job training to CSR. **Position Responsibilities:** + Deal directly with customers either by telephone, electronically or face to face if necessary. + Provides accurate, clear, concise and timely response and services to customers and assists sales consultants in customer support. If necessary, to direct these queries to the appropriate department. + Compose letters or electronic correspondence in reply to request for policy information/clarification and document submission. + Keep records of customer interactions and transactions such as details of enquiries, comments and complaints. + Communicate and coordinate with internal departments to resolve enquiries and complaints. + Complaint Management: Responsible for managing the entire complaint handling process, from receipt to resolution, ensuring compliance with internal policies and regulatory requirements. This includes conducting investigations, identifying root causes, recommending improvements, preparing reports for management, and collaborating with cross-functional teams for complex cases. The role also involves monitoring SLAs, guiding team members on best practices, and supporting audits or regulatory reviews. + Provide feedback on the efficiency of the customer service process + Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution + Handle complaints via phone, email, mail and to provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution + Perform regular check on department’s NPS survey feedback report, identify issues and propose solutions to improve customer experience + Organise NPS huddle for customer service soft skill improvement. Identify service gap by studying, evaluating and re-designing processes and propose actions and remedial steps for better service experience. Monitor and analysing results after implementation. + Perform regular quality check, coaching and on-the-job training to CSR + In charge with technical issues request received via call & email from Agencies, customers and bank partners on Manulife Online customer portal. To work closely with the backup CSE on this task in ensuring that timeline is met. + Work with customer service manager to ensure proper customer service is being delivered + Follow communication procedures, guidelines and policies. Enforces company policies and procedures. + Handle/Lead projects in all proactive sales, marketing, customer centricity initiative, conservation and telemarketing programs + Additional responsibilities as and when required by superior include supporting outbound initiatives **Required Qualifications:** + Education: Bachelor’s degree + Good communications skills - written and verbal + Good command of English and Mandarin + Knowledge of local languages and dialects. + Application Systems knowledge **_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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido