Senior Customer Service Representative - Customer Engagement Team

**Senior Customer Service Representative** The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in empowering our Senior Customer Service Representatives with the resources to solve critical problems for the future of our business. **Position Responsibilities:** • Complete pre-defined volume of outbound calls within service turnaround time while maintaining quality standards • Resolve customer requests within standard response times and gather necessary information to support problem resolution, including escalation to management when appropriate • Collaborate with cross-functional teams to ensure timely resolution of customer requests and issues • Maintain accurate records of requests and resolutions, ensuring assigned tasks are completed within standard service time with high quality • Provide management support and recommend productivity/service improvements • Support ad-hoc tasks to achieve desired business results **Required Qualifications:** • 2+ years of customer service experience preferred • HKDSE/HKCEE/diploma qualification required • IIQE 1, 3, 5 certification preferred • Call centre/service centre experience preferred • Experience with Individual Financial Products, MPF, group life and medical insurance, or financial and wealth management products preferred • Excellent telephone manner with strong interpersonal skills • Mature and pleasant personality • Self-motivated with ability to work independently • Outstanding service attitude with commitment to following through on customer promises • Strong adherence to quality standards • Proficiency in MS Word, Excel, and PowerPoint • Excellent written and verbal communication skills in English and Chinese **What We Offer:** • Opportunities to learn and grow your desired career path • Recognition and support in a flexible environment where well-being and inclusion are prioritized • Chance to shape the future as part of our global team **About Manulife** Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. We are committed to creating an inclusive workplace that embraces the strength of diverse cultures and individuals. **Working Arrangement:** Hybrid Manulife is an Equal Opportunity Employer committed to fair recruitment, retention, advancement, and compensation. We provide reasonable accommodations during the application process for applicants who request them.