Customer Service Professional III

📌 Core Information

🔹 Job Title: Customer Service Professional III

🔹 Company: Manulife

🔹 Location: Vietnam

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: March 29, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing and responding to hotline calls from clients
• Addressing client inquiries on policies and administration
• Coordinating complaint resolution with other staff
• Ensuring confidentiality and compliance with company regulations

ASSUMPTION: The role involves a mix of customer interaction, problem-solving, and adherence to policy, suggesting an emphasis on communication skills and regulatory knowledge.

📋 Key Responsibilities

✅ Monitor and handle hotline calls from clients

✅ Respond to client inquiries about policy and administrative procedures

✅ Guide clients in fulfilling administrative requests

✅ Handle policy conservation tasks

✅ Check and reply to daily messages through the telephone box

✅ Coordinate with staff for complaint handling

✅ Process policy changes as required via phone

✅ Manage client inquiries through email and social media

✅ Conduct outbound calls for inquiries

✅ Draft routine letters/emails for client requests

✅ Ensure confidentiality and compliance at work locations

✅ Support daily team tasks and cover for colleagues as needed

✅ Control expenses within budget and manage office property

✅ Additional responsibilities as assigned by management

ASSUMPTION: Responsibilities suggest a multi-faceted role requiring flexibility, technical skills in managing different communication channels, and adherence to confidentiality norms.

🎯 Required Qualifications

Education: University Degree

Experience: At least 1-2 years in customer service roles

Required Skills:

• Typing skills
• Microsoft Word and Excel proficiency
• Strong customer orientation

Preferred Skills:

• Interpersonal sensitivity
• Leadership and teamwork capabilities

ASSUMPTION: Candidates likely need proficiency in both technical and soft skills, given the customer-focused nature of the job.

💰 Compensation & Benefits

Salary Range: Not specified, but expected to be competitive within the insurance industry in Vietnam

Benefits:

• Competitive salary and benefits package
• Opportunities for career growth
• Flexible work policies

Working Hours: 40 hours per week, with potential for flexible scheduling

ASSUMPTION: Benefits suggest a focus on employee well-being and career development, typical of large international companies.

📌 Applicant Insights

🔍 Company Context

Industry: Insurance, a vital segment dealing with financial security and risk management

Company Size: 10,001+ employees, indicating a well-established presence with global reach and substantial resources

Founded: Not specified, but a long-standing brand in international financial services

Company Description:

• Focus on simplifying decisions and improving lives
• Operations across Southeast Asia, North America, and Europe
• Backed by strong assets under management

Company Specialties: Not specified but typically include life insurance, financial advisory services, and investment management

Company Website: http://www.manulife.com

ASSUMPTION: Company's extensive size and global reach indicate a robust infrastructure with diverse cultural perspectives and opportunities for advancement.

📊 Role Analysis

Career Level: Intermediate-level, suitable for professionals with some experience in customer service

Reporting Structure: Likely to report to a Customer Service Manager or equivalent, given the responsibility for complaint escalation and coordination

Work Arrangement: Primarily on-site with potential travel for training

Growth Opportunities:

• Advancement within customer service management
• Cross-department opportunities in policy management or sales
• Access to leadership training programs

ASSUMPTION: The position offers potential for advancement and skills development, echoing a commitment to employee growth.

🌍 Location & Work Environment

Office Type: Likely a corporate office setting based on company size and typical industry standards

Office Location(s): Various international locations, specifically in major business hubs

Geographic Context:

• Dynamic workplace in the fast-growing Vietnamese market
• Access to regional support and training hubs
• Pivotal role within Asia's insurance sector

Work Schedule: Standard office hours with the expectation of some flexibility

ASSUMPTION: Vietnamese office likely leverages local advantages in a burgeoning regional market, offering strategic career positioning.

💼 Interview & Application Insights

Typical Process:

• Initial application and resume screening
• Phone interview and assessment of communication skills
• In-person or virtual interviews with hiring managers

Key Assessment Areas:

• Customer service aptitude and experience
• Problem-solving and adaptability
• Technical proficiency in Microsoft Office

Application Tips:

• Highlight any specific experience with insurance products
• Demonstrate strong communication and interpersonal skills
• Prepare examples of problem-solving in customer service

ATS Keywords: Customer Service, Policy Management, Problem Solving, Microsoft Office

ASSUMPTION: The application process likely emphasizes skills in communication and adaptability based on the responsibilities outlined.

🛠️ Tools & Technologies

• Microsoft Office Suite
• Client Relationship Management (CRM) systems
• Social media platforms for customer interaction

ASSUMPTION: Expected proficiency in Microsoft Office and CRM tools reflects standard office requirements, along with adept use of social media for client engagement.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric approach
• Innovation and improvement
• Diversity and inclusion

Work Style:

• Collaborative teamwork
• Independent problem-solving
• Commitment to ethical standards and integrity

Self-Assessment Questions:

• Can you adapt to a diverse and inclusive work environment?
• How do you handle complex customer issues?
• Do you thrive in a dynamic and fast-paced setting?

ASSUMPTION: Emphasis on values indicates that cultural fit is critical, with alignment towards company ethics and team collaboration.

⚠️ Potential Challenges

• High volume of customer interactions
• Managing diverse inquiries across multiple channels
• Navigating complex company policies and procedures
• Meeting tight deadlines while ensuring quality

ASSUMPTION: The role's pace and variety of tasks suggest that managing stress and multitasking are essential skills.

📈 Similar Roles Comparison

• Customer Service Specialist - May involve more specialized product knowledge
• Client Relations Coordinator - Focus on long-term relationship building
• Administrative Support Specialist - Back-office support and documentation

ASSUMPTION: Similar roles may require distinct focuses on relationship versus technical skills, aligning with specified customer service functions.

📝 Sample Projects

• Develop a continuous improvement plan for call handling processes
• Implement a new client feedback system across social media channels
• Design training modules for policy conservation procedures

ASSUMPTION: Projects likely stress operational efficiency and client satisfaction as core deliverables.

❓ Key Questions to Ask During Interview

• How does Manulife define success in customer service?
• What training resources are available for new hires?
• How is feedback from customers used to improve services?
• What is the most challenging aspect of this role?
• How do team members collaborate within the customer service department?

ASSUMPTION: Interview questions aim to ascertain company expectations and gauge the potential for teamwork and personal contribution.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare to discuss relevant experience during interviews
• Ensure your resume reflects key skills and experience in customer service
• Follow up with the recruitment team if needed to check application status
• Prepare questions for the interview to understand team dynamics

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.