**The opportunity** The Customer Service Officer is responsible for handling and resolving customer complaints related to Manulife Health Products, such as Medical Secure. This role demands a high level of empathy, professionalism, and problem-solving skills to ensure customer satisfaction and uphold the organization's reputation. The officer will collaborate with the TPA (ValuCare) vendor and various internal departments to address issues and implement solutions that enhance the overall customer experience. Responsibilities: + Complaint Management: Act as the primary point of contact for customers with complaints regarding Manulife Health Products. Ensure complaints are handled promptly and efficiently, maintaining a professional and empathetic approach throughout the process. + Investigation and Resolution: Thoroughly investigate each complaint by gathering all pertinent information and collaborating with relevant departments such as claims, underwriting, and customer service. Work with the TPA vendor to ensure that all partners are aligned in addressing the issue. + Communication: Maintain clear, concise, and empathetic communication with customers throughout the complaint process. Keep customers informed about the status of their complaints and the steps being taken to resolve them, ensuring transparency and trust. + Documentation: Accurately document all customer interactions, complaints, and resolutions in the customer service database. Ensure records are up-to-date and easily accessible for future reference and analysis. + Process Improvement: Identify common themes or recurring issues in complaints and collaborate with management and the TPA vendor to develop and implement process improvements. Aim to enhance service delivery and reduce the frequency of similar complaints. + Customer Education: Provide customers with detailed information about product features, company policies, and procedures to prevent future complaints. Empower customers with knowledge to better understand and utilize their health products. + Training and Development: Assist in the creation and delivery of training programs for new and existing staff to enhance customer service and complaint resolution skills. Share best practices and insights gained from handling complaints to improve team performance. + Reporting: Prepare and present regular reports on complaint trends, resolutions, and customer feedback to management. Use data-driven insights to recommend strategic improvements to the customer care process. **What motivates you?** + You obsess about customers, listen, engage and act for their benefit. + You think big, with curiosity to discover ways to use your agile approach and enable business outcomes. + You thrive in teams and enjoy getting things done together. + You take ownership and build solutions, focusing on what matters. + You do what is right, work with integrity and speak up. + You share your humanity, helping us build a diverse and inclusive work environment for everyone. **What we are looking for** + Bachelor’s degree in business administration, healthcare administration, or a related field is preferred. + Relevant certifications in customer service or healthcare are a plus. + Demonstrated experience in customer service, with a focus on complaint resolution, within the insurance or healthcare industry. Familiarity with Health Products is advantageous. + Strong communication and interpersonal skills, with the ability to navigate challenging situations calmly and effectively. + Excellent analytical and problem-solving abilities, with keen attention to detail. + Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. + Proficiency in using customer service software, CRM systems, and other relevant tools. **What can we offer you?** + A competitive salary and benefits packages. + A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills. + A focus on growing your career path with us. + Flexible work policies and strong work-life balance. + Professional development and leadership opportunities. **Our commitment to you** + Values-first cultureWe lead with our Values every day and bring them to life together. + Boundless opportunityWe create opportunities to learn and grow at every stage of your career. + Continuous innovationWe invite you to help redefine the future of financial services. + Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives. + Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact. **Tentang Manulife dan John Hancock** Manulife Financial Corporation adalah grup layanan keuangan internasional yang membantu memudahkan keputusan dan membuat hidup lebih baik bagi nasabah. Dengan kantor utama kami di Toronto, Kanada, kami beroperasi sebagai Manulife di seluruh kantor kami di Asia, Kanada, dan Eropa, serta utamanya sebagai John Hancock di Amerika Serikat. Kami menyediakan nasihat keuangan, asuransi, serta solusi manajemen kekayaan dan aset untuk individu, grup, dan lembaga. Pada akhir tahun 2022, kami memiliki lebih dari 40.000 karyawan, lebih dari 116.000 agen, dan ribuan mitra distribusi yang melayani lebih dari 34 juta nasabah. Pada akhir tahun 2022, kami memiliki $1,3 triliun (US$1,0 triliun) dalam aset yang dikelola dan administrasi, termasuk total aset yang diinvestasikan sebesar $0,4 triliun (US$0,3 triliun), dan aset bersih dana terpisah sebesar $0,3 triliun (US$0,3 triliun). Kami terdaftar dengan kode ‘MFC’ di bursa efek Toronto, New York, dan Filipina, serta ‘945’ di bursa efek Hong Kong. **Manulife adalah Perusahaan dengan Kesetaraan Kesempatan Kerja** Di Manulife/John Hancock, kita merayakan keragaman. Kita berusaha menarik, mengembangkan, dan mempertahankan tenaga kerja yang sama beragamnya dengan nasabah yang kita layani dan untuk mengembangkan lingkungan kerja inklusif yang menerima kekuatan budaya dan individu. Kita berkomitmen untuk melaksanakan rekrutmen, retensi, peningkatan, dan kompensasi secara adil, dan kita mengatur semua praktik dan program tanpa adanya diskriminasi. Baik itu diskriminasi karena ras, keturunan, tempat asal, warna kulit, asal etnis, kewarganegaraan, agama atau keyakinan agama, kepercayaan, jenis kelamin (termasuk kehamilan dan kondisi terkait kehamilan), orientasi seksual, karakteristik genetika, status veteran, identitas gender, ekspresi gender, usia, status pernikahan, status keluarga, disabilitas, maupun alasan lain yang dilindungi oleh hukum yang berlaku. Menyediakan akses hubungan kerja yang adil merupakan prioritas utama kita. Seorang perwakilan Human Resources akan bekerja dengan pelamar yang meminta akomodasi yang wajar selama proses lamaran kerja.  Seluruh informasi yang dibagikan selama proses permohonan akomodasi akan disimpan dan digunakan dengan cara yang sesuai dengan hukum dan kebijakan Manulife/John Hancock yang berlaku.  Untuk meminta akomodasi yang wajar selama proses lamaran kerja, silakan hubungi recruitment@manulife.com . **Working Arrangement** Kombinasi