Customer Service

Responsibilities:

• Deliver trusted, professional, and reliable service to MANULIFE clients and build customer satisfaction and loyalty

• 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

• Strike a positive and cooperative tone with both customers and coworkers

• Strive for first-call resolution of customer issues

• Translate scenarios that require problem resolution to positive service experiences

• Strengthen the perception of MANULIFE in the marketplace

• Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently

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

• Other duties as assigned

Job Requirements:

• Post-secondary education or high school diploma

• Customer Service or Financial Services experience a plus

• Ability to thrive in a lively working environment and manage multiple tasks

• Outstanding verbal communication skills and strong telephone etiquette

• Possess the ability to multi-task

• Flexibility and ability to adjust and succeed in a rapidly changing, fast paced call center environment

• Demonstrated problem resolution skills • Effective listening skills

• Demonstrated computer efficiency

• Outstanding customer service skills

• Business writing skills Decision Authorities:

• Recommend process improvement enhancements to better the overall customer experience

• Clarify information, research every issue and provide solutions and/ or alternatives

• Build sustainable relationships with internal and external customers.

• Seize opportunities to offer self-service tools