Rita Võ 2.7 ★

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

In Office

Responsibilities

Job Description

• Kiểm soát và thực hiện việc trả lời điện thoại của khách hàng(Monitor and handle hotline calls from clients)
• Giải đáp thắc mắc của khách hàng về hợp đồng và quy định hành chính liên quan đến hợp đồng bảo hiểm (Reply clients’ inquiries about policy and admin procedures related to policy)
• Hướng dẫn khách hàng thực hiện thủ tục hành chính khi khách hàng yêu cầu
  
  

(Guide clients to fullfil admin procedures according to clients’ requests)

• Tư vấn khách hàng duy trì hợp đồng
  
  

(Handle policy conservation)

• Kiểm tra và trả lời tin nhắn của Khách hàng từ hộp thư thoại hàng ngày
  
  

(Check & reply daily messages from telephone box)

• Tiếp nhận khiếu nại khách hàng và phối hợp với nhân viên/bộ phận liên quan giải quyết khiếu nại
  
  

(Receive complaints from clients and Coordinate with the staff in-charge of handling complaints to solve for clients)

• Thực hiện các công việc liên quan đến khiếu nại từ Khách hàng
  
  

(Complaint handling)

• Thực hiện thay đổi thông tin hợp đồng bảo hiểm qua điện thoại theo yêu cầu của khách hàng
  
  

(Process policy changes via phone when client requests as requirements)

• Kiểm soát và thực hiện trả lời yêu cầu, thắc mắc của KH qua Thư điện tử, phương tiện truyền thông như PWS, Zalo, Facebook… (Handle client inquiries via email, social media like PWS, Zalo, Facebook…)
• Liên hệ gọi điện để giải đáp các yêu cầu, thắc mắc của Khách hàng gửi đến qua Thư điện tử hoặc các phương tiện truyền thông như trang web PWS, Zalo, Faceboook
  
  

(Conduct outbound call to handle client inquiries via email, social media lile PWS, Zalo, Facebook…)

• Soạn thảo sơ lược những lá thư/ email đơn giản và thông thường để trả lời thắc mắc của Khách hàng, chuyển thư trả lời cho cấp quản lý xem xét trước khi gửi khách hàng
  
  

(Draft simple and routine letter/ email to answer client’s request, refer the reply letter to supervisor to review before sending out)

• Các công việc khác (Other tasks)
• Đảm bảo thông tin của khách hàng được bảo quản tuyệt mật tại các khu vực phụ trách
  
  

(Ensure client’s information is kept confidential at respective locations)

• Tuân thủ các chính sách/ quy định của công ty
  
  

(Ensure company policies/ regulatory/ requirements are followed at respective location)

• Hỗ trợ thực hiện công việc của bộ phận khi cần
  
  

(Support daily team tasks when necessary)

• Hỗ trợ công việc khi đồng nghiệp nghỉ phép
  
  

(Back up for Colleague)

• Đảm bảo hoàn tất công việc hàng ngày chính xác và kịp thời
  
  

(Ensure to complete daily work exactly and timely)

• Quản lý tài sản, cơ sở vật chất và chi tiêu của văn phòng
  
  

(Control expenses within budget and manage office property)

• Thực hiện các công việc theo sự chỉ định của cấp quản lý trực tiếp
  
  

(Perform tasks when assigned by direct management).

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

• University Degree
• No required for PROFESSIONAL / TRADE QUALIFICATION
• Customer Orientation
• Bias for action
• Interpersonal sensitivity
• Concern for order and quality
• Leadership & Teamwork
• Continuous Improvement Orientation
• Flexibility
• Development & Learning Orientation
• At least 1-2 working year in dealing with customers
• Typing skill, Word, Excel
• Internal: Agents / Colleague
  
  

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 culture We lead with our Values every day and bring them to life together.
• Boundless opportunity We create opportunities to learn and grow at every stage of your career.
• Continuous innovation We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship We build a business that benefits all stakeholders and has a positive social and environmental impact.
  
  

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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.