Customer Service Professional

Join our dynamic and growing Operations team as a Customer Service Representative, where you will play a pivotal role in delivering outstanding service to our valued clients. We are seeking passionate colleagues who are committed to improving customer experiences and are eager to contribute to our mission of making decisions easier and making lives better.

As part of our team, you will have the opportunity to engage with customers, provide insightful solutions, and support them in navigating their insurance needs, all while being part of an encouraging and innovative work environment.

Position Responsibilities:

- Deliver reliable and professional service to Manulife clients, fostering customer satisfaction and loyalty while meeting quality and productivity expectations.

- Provide effective, timely resolution to customer inquiries, striving for first-call resolution and translating problem scenarios into positive service experiences.

- Maintain a positive and cooperative tone with both customers and coworkers, improving the perception of John Hancock in the marketplace.

- Work both independently and collaboratively in a team environment to accurately resolve issues and meet service levels.

- Stay updated on product, industry, service, and policy changes through ongoing training, and use all systems and resources to meet customer needs.

- Ensure customer service excellence by listening carefully, empathizing in high-pressure situations, and adhering to privacy and transaction processing procedures.

Qualifications:

- Proven experience in customer service, with prior experience in the insurance industry considered a valuable asset.

- Excellent time management skills, with the ability to prioritize tasks effectively and meet deadlines.

- Strong teamwork and collaboration abilities, coupled with the capacity to work well under pressure.

- Proficient in computer operations and adept at using technology to enhance customer service.

- Highly customer-focused, with a focus on taking practical actions to resolve issues and meet client needs.

- Proven concern for organization and quality, with a creative approach to problem-solving and a flexible attitude.