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. JOB DESCRIPTION Responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution. People Leader Role: No Responsibilities: • Deliver trusted, professional, and reliable service to MANULIFE clients and build customer satisfaction and loyalty • Meet quality expectations to ensure a positive client experience • Meet productivity expectations to maximize team service levels • Provide effective and timely resolution of a range of customer inquiries • Strike a positive and cooperative tone with both customers and coworkers • Strive for first-call resolution of customer issues • Translate scenarios that require problem resolution to positive service experiences • Strengthen the perception of MANULIFE in the marketplace • Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently • Complete ongoing training to stay abreast of product, industry, service and policy changes • Other duties as assigned Job Requirements: • Post-secondary education or high school diploma, Cantonese Speaker, Capable of using English as a professional working language. • Customer Service or Financial Services experience a plus • Ability to thrive in a lively working environment and manage multiple tasks • Outstanding verbal communication skills and strong telephone etiquette • Possess the ability to multi-task • Flexibility and ability to adjust and succeed in a rapidly changing, fast paced call center environment • Demonstrated problem resolution skills • Effective listening skills • Demonstrated computer efficiency • Outstanding customer service skills • Business writing skills Decision Authorities: • Recommend process improvement enhancements to better the overall customer experience • Clarify information, research every issue and provide solutions and/ or alternatives • Build sustainable relationships with internal and external customers. • Seize opportunities to offer self-service tools 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. This job description is not a comprehensive listing of all job duties required for this role. We reserve the right to change these duties or assign additional duties at any time with or without notice **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