Customer Support Analyst

1. Monitor and receive calls from clients and welcome walk-in clients

• Reply clients’ inquiries about policy and admin procedures related to policy.
• Guide clients to fulfill admin procedures according to clients’ requests.
• Introduce Manulife Vietnam mobile app for customers and advise online request submissions.
• Contact clients to welcome new issued policies or ask more information regarding policies or notify to clients on products/programs of the companies.
• Handle policy conservation.
• Receive complaints from clients and Coordinate with the staff in-charge of handling complaints to solve for clients.

2. Handle outbound calls to clients

• Welcome calls/fail call/ callback.
• Inform client of claim result/ Policy mature/ Policy premium suspense.
• Random check call to client before issuing policy.

3. Monitor & conduct agency support

• Guide agent admin procedures.
• Do other agency admin tasks.

4. Control daily office’s activities

• Overseeing and coordinating personnel for office activities.
• Training & mentoring employees towards achieving professional service goal, aiming for the highest customer satisfaction, providing advice to clients and collaborating with partners.
• Setting goals, evaluating employee performance, implementing motivational activities to boost employee morale and engagement.

5. Other tasks

• Support daily team tasks when necessary.
• Perform tasks when assigned by direct management.
• Ensure to complete daily work exactly and timely.
• Ensure client’s information is kept confidential at respective locations.
• Ensure company policies/ regulatory/ requirements are followed at respective location,
• Back up for Colleagues.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 [email protected].

In Office