Customer Service Representative

Description:

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Canadian Segment Contact Center as a Customer Service Representative !

With the customer being the main focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife experience. This role is primarily accountable for handling, resolving, and communicating service requests from Canadian clients.

Covering a comprehensive suite of products, tools and services, this role uses multiple systems, platforms and methods as outlined within the department training plan to meet service level standards. The role also has responsibility for Customer Protection around Personally Identifiable Information and risk mitigation including Account Take Over and Fraud. All clients are Canada based and service is provided over the phone and by email.

Responsibilities

• Accurately and thoroughly handle increasingly complex client service requests at initial point of contact
• Effectively use multiple administrative systems to resolve inquiries, within the defined service standards
• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues to improve the service experience.
• Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines
• Find opportunities and make recommendations to improve operational processes and practices.
• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
• Keep current with company policies, procedures, and processes.
• Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (tNPS).