Officer, Customer Contact Center (Temp)

Officer, Customer Contact Center (Temp)

Manulife - Agnes Yung
Vietnam
Not Specified
Not Specified

Job Description


Are you looking for unlimited opportunities to develop and succeed With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Job Description
Provide clients, agents and collectors with excellent support and service
Monitor & handle Hotline tasks/Handle Inbound calls
  • Reply clients’ inquiries about policy and admin procedures related to policy
  • Guide clients to fulfill admin procedures according to clients’ requests
  • Handle policy conservation
  • Receive complaints from clients and Coordinate with the staff in-charge of handling complaints to solve for clients
  • Complaint handling

Conduct Outbound calls to clients including
  • Welcome calls
  • Inform client of claim result
  • Re-assigned policies after 2 weeks
  • Random check call to client before issuing policy
  • Random check call to client buying RPUL & UL products
  • Policy suspense, unsuccessful bank-transfer…
  • Quarterly mini-survey to clients as Customer Relationship Unit’s request
  • Contact clients to ask clients’ address and guide client to address change request (if any) in case mails are returned

To conduct training/refreshment for new CS staff
  • Provide training for new staff
  • Provide refresh training for all colleagues

Other tasks
  • Request and delivery issued invoice to Client when Client’s request
  • Ensure client’s information is kept confidential at respective locations
  • Ensure company policies/ regulatory/ requirements are followed at respective location
  • Support daily team tasks when necessary
  • Back up for Colleagues
  • Ensure to complete daily work exactly and timely
  • Control expenses within budget and manage office property
  • Perform tasks when assigned by direct management

Note
  • In case of change in job assignment for BCS staff, the job description will be adjusted accordingly

Job requirements:
  • University Degree
  • At least 2 working year in dealing with customers
  • Customer Orientation
  • Bias for action
  • Interpersonal sensitivity
  • Continuous Improvement Orientation
  • Flexibility
  • Development & Learning Orientation

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.
About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers. As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. We trade as MFC on the Toronto, New York, and the Philippine stock exchanges and under 945 in Hong Kong.
Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers. As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong. Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

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