Description:
Responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution.
Individual 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
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