This role is primarily accountable for managing and resolving client service requests for Human Resources basic support to employees via a variety of media (voice, email, and online chat) as defined in the department training plan within the defined service standards. The role will service multiple countries in Greater China.

Specific Responsibilities:

Accurately handle routine client service requests at initial point of contact utilizing administrative systems               

Take a proactive role in identifying and reporting areas of continuing client concern(trends)                                

Identify and escalate exceptions with recommendations to appropriate resource                                                

Educate employees at every opportunity on rationale behind policies and Manulife’s HR self-service tools such as Workday     

Responsible for participating in a strong collaborative team and building customer working relationships while providing excellent customer service                                                                                 

Keep current with company policies, procedures and maintaining processing knowledge                                           

Expectation of measures around accuracy and service excellence are met                                                        

Liaise with HR Partners to resolve employee issues, if necessary

Knowledge/Skills/Competencies/Education:

College graduate

Customer service focus and skills with the ability to build positive relationships between customer/company, and represent Manulife’s best interests.

Commitment to achieving high levels of service excellence and ability to work independently or within a team and with direction

Excellent communications skills (verbal and written) in English and Mandarin

Analytical and problem solving skills

Working knowledge of Customer Services policies, procedures and concepts

Organizational/prioritization skills to be able to work in a multitasking environment

Attention to detail

Bi-lingual (Mandarin and English)

Resourceful – able to source out information and have basic research skills                                                                                             

Problems / Challenges:

Dealing with unclear/unfamiliar expectations from clients with confidence

Manage time effectively within a high volume and fast paced structured work environment with the ability to manage conflict positively on and off the phones

Fast paced learning environment while meeting service delivery expectations

Dealing with differing opinions  independently with high degree of professionalism

Ability to deal with difficult callers/situations and deliver difficult messages

Manage highly confidential information in a professional manner

Ability to prioritize workload

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