Call Center Associate
Manulife Financial Corporation
Quezon City, PH
16d ago

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.

Key Accountabilities :

Respond within department service standards to all telephone calls from clients by providing account information regarding a broad range of subject areas such as product, procedures, tax, and transactions

Utilize all reference materials and deliver consistent information to our customers

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

Maintain a positive and cooperative tone at all times with both customers and coworkers

Focus on taking ownership of each call and striving for first call resolution

Complete ongoing training to stay abreast of product, industry service and policy changes

Process transactions over the phone and take instructions for follow-up which include but not limited to address changes, form requests, benefit summaries, and billing inquiries

Determine requirements needed in order for client and advisor request to be processed

Coordinate with other departments to determine best approach for resolving service or operation issues. Utilize support staff and follow escalation procedures as needed to ensure quality service

Resolve or negotiate “win-win†solutions to client issues directly or by consulting with appropriate resources such as Team Leaders, peers, or other business units

Document, track and report significant client / advisor discussions or complaints

Perform all follow-up customer calls in a timely manner when necessary

Assist clients and advisors with website inquiries. Promote self-service where applicable

Perform outbound calls to confirm customer satisfaction

Respond to client’s emails accurately, on a timely manner

Research and administration of routine and / or non-financial transactions on applicable systems for Manulife clients and / or advisors

Participate in special projects as required and provide ad hoc analysis and reports

Other tasks / responsibilities as assigned / required

Minimum Skills Requirement to Hire :

Qualifications :

Graduate of any 4-year Bachelor's Degree course (Internal / external)

Candidate must meet job expectations and pass all performance metrics in his / her current Unit (Internal)

Above average written and verbal communication skills. Ability to converse effectively using English language

Ability to clearly understand and act on presented problem statement

Ability to compose a grammatically correct, clear and concise email

Candidate must demonstrate good problem solving skills

Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and meet tight deadlines

Candidate must be open to being cross-trained to handle multiple product lines, as well as multiple modes of communication (inbound calls, outbound calls, email response)

Candidate must be willing to rotating schedules (24 / 7 operations)

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