Customer Service Representative - Cebu

About the role

The Manulife Contact Center is looking for Customer Service Representatives in Cebu to connect with clients across the United States, Canada and Asia. You will give product and service information and help resolve emerging concerns. The position is based in Lapu-Lapu City, Mactan or Cebu, with a hybrid arrangement depending on business needs.

Key responsibilities

• Answer incoming calls about policy and contract information, issues, service questions and general client concerns.
• Resolve or negotiate win-win solutions directly or by consulting the right resources.
• Document and track important discussions or complaints and follow up on customer calls when needed.
• Share significant production updates and challenges with management and the business unit verbally and in writing.

Required profile

• Preferably call center experience (international voice); open to college graduates with at least 2 years of international voice account experience.
• Completed 2 years of college, an associate degree or a bachelor's degree.
• Amenable to night shifts, rotating schedules, weekends and Philippine holidays when needed.
• Amenable to working onsite and from home, and to working in Lapu-Lapu City, Mactan or Cebu.

Required skills

• Excellent spoken and written English.
• Strong customer service skills, including building rapport and showing empathy.
• Analytical and problem-solving skills.
• Keyboarding of at least 35 words per minute.
• Ability to multi-task and use several applications at once.

What we offer

• PHP 30,000 signing bonus for candidates starting between October and December 2026 (terms and conditions apply).
• Q3 slots are limited and first-come, first-served.
• Support for learning and growth within a flexible, inclusive environment.