Officer, Customer Service (12 Months)

Officer, Customer Service (12 Months)

We are seeking a proactive and customer-focused Officer, Customer Service (12 Months) to join our team. In this role, you will manage employer and member enquiries, provide clear and accurate information on MPF scheme, and ensure timely follow-up on all cases. You will work closely with internal stakeholders to resolve issues, enhance customer satisfaction, and contribute to continuous service improvement initiatives.

The ideal candidate will possess strong communication skills, an eye for detail, and the ability to manage multiple tasks in a dynamic environment. If you are passionate about delivering exceptional service and want to build a career in the pension/financial services sector, we welcome you to apply.

Position Responsibilities:

• Act as the primary contact point for employers and intermediaries, handling enquiries via phone, email, and other communication channels.
• Provide accurate and timely information and advisory services on MPF schemes, account management.
• Conduct follow-up on outstanding cases and ensure proper resolution within service-level timelines.
• Support employer onboarding, employee penetration, and customer education initiatives.
• Work closely with internal departments and external stakeholders to investigate and resolve customer issues.
• Maintain accurate records of all customer interactions and case handling in internal systems.
• Assist in preparing customer communication templates, FAQs, and process guidelines.
• Identify service gaps, recommend improvements, and support projects that enhance customer experience.
• Ensure all activities comply with regulatory requirements and company policies.

Required Qualifications:

• Diploma or bachelor's degree in business administration, Finance, or a related discipline.
• Minimum 3-4 years of experience in customer service, call centre operations, client service, preferably in financial services or MPF/retirement schemes.
• Strong communication skills in English and Chinese (Cantonese); Mandarin is an advantage.
• Customer-oriented with strong problem-solving, listening, and interpersonal skills.
• Detail-minded, well-organized, and able to handle multiple tasks under tight deadlines.
• Proficient in MS Office (PowerPoint, Word, Excel, Outlook).

Preferred Qualifications:

• Experience in MPF, pension administration, or financial products.
• Experience handling employer accounts or corporate clients.
• Ability to conduct employer briefings, presentations, or training.
• Strong analytical mindset and familiarity with regulatory guidelines issued by MPFA.

When you join our team:

• We'll empower you to learn and grow the career you want.
• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we'll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.

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.

Working Arrangement

Hybrid