We are seeking a highly motivated and experienced Customer Service Assistant Manager to join our team and support Manulife Investment Management (M) Bhd. The ideal candidate will be responsible for assisting in overseeing the daily operations of the customer service team, ensuring the delivery of exceptional service to our clients, and driving continuous improvement in processes and performance.

Position Responsibilities:

Assist in supporting the customer service team, including training, mentoring, and etc.

Handling of customer inquiries, complaints, and issues related to unit trust products, ensuring timely and satisfactory resolution.

Develop and implement customer service policies and procedures to enhance service quality and efficiency.

Monitor and analyze customer service metrics and feedback to identify areas for improvement and implement corrective actions.

Collaborate with other departments to ensure seamless communication and coordination in addressing customer needs and resolving issues.

Required Qualifications:

Bachelor's degree in Business Administration, Finance, or a related field.

Minimum of 3-5 years of experience in customer service, preferably within the unit trust or financial services industry.

Strong knowledge of unit trust products and services.

Excellent communication and interpersonal skills.

Ability to handle high-pressure situations and resolve conflicts effectively.

Strong analytical and problem-solving skills.

High level of attention to detail and organizational skills.

Ability to work independently and as part of a team.

Good conversational skill in Bahasa Malaysia, English and Mandarin.

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

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.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement