Customer Service Professional III - HIREFOPSVN233-1

📌 Core Information

🔹 Job Title: Customer Service Professional III - HIREFOPSVN233-1

🔹 Company: Manulife

🔹 Location: Vietnam

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Tue, Apr 01, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Handling inbound and outbound client communications across multiple platforms
• Managing client inquiries and providing comprehensive policy information
• Ensuring confidentiality of client information
• Supporting daily team tasks and assisting management with additional responsibilities

ASSUMPTION: This job involves a high degree of direct client interaction across various communication channels, requiring strong multitasking abilities and attention to detail. It assumes the applicant will need to be flexible in adapting to different client needs and technologies.

📋 Key Responsibilities

✅ Monitor and handle hotline calls from clients and reply to inquiries about policy and administrative procedures.

✅ Conduct outbound calls to address client inquiries via email and social media platforms like PWS, Zalo, and Facebook.

✅ Ensure client complaints are received and coordinated with relevant staff for resolution.

✅ Draft simple and routine correspondence, with supervision from the team leader.

✅ Maintain high confidentiality of client information and adhere to company policies and regulatory requirements.

✅ Back up for colleagues when necessary and perform assigned tasks diligently.

ASSUMPTION: It is assumed that the role requires a proactive approach to client service and strong collaboration with the team to address client needs effectively. The focus is on maintaining high service quality and compliance.

🎯 Required Qualifications

Education: University Degree

Experience: At least 1-2 years of experience dealing with customers

Required Skills:

• Typing skill
• Proficiency in Microsoft Word and Excel
• Strong customer orientation

Preferred Skills:

• Interpersonal sensitivity
• Leadership and teamwork

ASSUMPTION: Based on the job role, it is assumed that successful candidates will possess excellent communication skills and an ability to engage positively with customers, as well as a commitment to personal and professional development.

💰 Compensation & Benefits

Salary Range: Not specified

Benefits:

• A competitive salary and benefits package
• Opportunities for growth and professional development
• Flexible work policies supporting work-life balance

Working Hours: 40 hours per week; primarily in office

ASSUMPTION: It is assumed that the compensation will be competitive relative to the market standards in Vietnam for similar roles in the customer service sector.

📌 Applicant Insights

🔍 Company Context

Industry: Insurance

Company Size: Over 40,000 employees worldwide

Founded: Not Specified

Company Description:

• International financial services provider with a significant global presence
• Headquarters located in Toronto, Ontario
• Serving approximately 34 million customers globally

Company Specialties: Financial services, insurance, wealth and asset management

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

ASSUMPTION: Manulife’s broad scope implies multiple opportunities for internal career growth and exposure to diverse markets. The international presence provides a culturally rich working environment.

📊 Role Analysis

Career Level: Entry to intermediate level focused on direct customer engagement

Reporting Structure: Reports to the direct management team, possibly a customer service manager or team leader

Work Arrangement: On-site in an office setting in Vietnam

Growth Opportunities:

• Professional development through leadership opportunities
• Continuous learning and skill enhancement across customer service domains
• Potential to engage with cross-functional teams globally

ASSUMPTION: The role’s structured environment and supportive team dynamics suggest potential for advancing to higher roles within customer service or related fields.

🌍 Location & Work Environment

Office Type: Corporate office setting designed for customer service operations

Office Location(s): Vietnam (specific city not specified)

Geographic Context:

• Strategic presence in Asia, offering a dynamic work environment
• Access to culturally diverse markets and client bases
• Opportunities to work in a thriving economy known for its growth in service sectors

Work Schedule: Full-time, primarily during traditional business hours

ASSUMPTION: The location in Vietnam provides a chance to participate actively in a growing market with opportunities to interact with diverse customer segments.

💼 Interview & Application Insights

Typical Process:

• Initial application screening
• Phone or virtual interview with HR
• Technical or situational assessment related to customer service scenarios
• Final interview with management

Key Assessment Areas:

• Problem-solving and critical thinking skills
• Effective communication and customer interaction
• Adherence to company policies and client confidentiality protocols

Application Tips:

• Highlight previous customer service experiences in your resume
• Demonstrate strong interpersonal skills and team collaboration ability
• Showcase your capacity to handle multiple communication channels effectively

ATS Keywords: Customer Orientation, Typing Skill, Interpersonal Sensitivity, Leadership, Teamwork

ASSUMPTION: It is assumed the application process is competitive, requiring candidates to illustrate relevant experiences and their alignment with Manulife’s values and goals.

🛠️ Tools & Technologies

• Microsoft Office Suite (Word, Excel)
• CRM systems for customer management
• Social media platforms for client interactions (PWS, Zalo, Facebook)

ASSUMPTION: The role will likely involve training on specific internal systems used by Manulife, given the need to manage client data and communications efficiently.

👔 Cultural Fit Considerations

Company Values:

• Customer obsession and engagement
• Integrity and ethical conduct
• Diversity and inclusion

Work Style:

• Team-oriented approach to tasks
• Proactive problem solving
• Focus on continuous improvement and learning

Self-Assessment Questions:

• Do I thrive in a client-focused environment?
• Am I comfortable handling complex inquiries and issue resolution?
• Can I maintain composure under pressure while ensuring client satisfaction?

ASSUMPTION: Success in this role is linked to the candidate’s alignment with company values and ability to work collaboratively in team settings.

⚠️ Potential Challenges

• Managing high volumes of client inquiries efficiently
• Maintaining clarity and accuracy in cross-channel communications
• Balancing workload with the need for meticulous attention to detail
• Navigating confidentiality and data protection protocols

ASSUMPTION: It is assumed the role’s demands will require strong organizational and prioritization skills, adapting to shifts in workload and client expectations.

📈 Similar Roles Comparison

• This role is similar to customer relationship managers but with a focus on direct interaction rather than relationship building.
• Compared to call center agents, this role offers broader responsibility across communication platforms.
• Provides more autonomy and room for proactive client issue resolution.

ASSUMPTION: Compared to similar roles, this position offers broader responsibilities and potential for cross-functional interaction.

📝 Sample Projects

• Leading initiatives to enhance complaint resolution processes
• Developing training materials for new customer service representatives
• Implementing a feedback system for improved client satisfaction tracking

ASSUMPTION: Projects are designed to build leadership capabilities and increase efficiencies in service delivery.

❓ Key Questions to Ask During Interview

• How does Manulife support personal growth within the customer service team?
• What tools and technologies will I be expected to use in this role?
• Can you describe the team dynamics and management style here?
• What are the expectations for resolving complex client issues?
• How does the company ensure a balanced work-life environment?

ASSUMPTION: Candidates should ask questions that reveal insights into company culture and expectations, clarifying how they will contribute to team objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant customer service experience
• Prepare for a potential pre-screening call by HR
• demonstrate effective communication skills across the interview stages
• Follow up on your application status if you don't receive a prompt response

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