Customer Service Representative (Call Center)

About the role

Manulife Contact Center is seeking enthusiastic Customer Service Representatives to engage with clients across the United States, Canada and Asia. You will provide product and service information, resolve concerns, and ensure a positive experience for each caller.

Key responsibilities

• Answer incoming calls regarding policy, contract information, service questions and general client concerns.
• Deliver accurate and efficient responses while maintaining high service standards.
• Negotiate win‑win solutions or consult appropriate resources to resolve issues.
• Document significant caller discussions, track complaints and follow up as needed.
• Communicate production updates and challenges to management and business units in both verbal and written formats.

Required profile

• Preferably 2+ years of international voice call‑center experience.
• Completed at least two years of college, associate or bachelor’s degree.
• Willingness to work night shifts, weekends and Philippine holidays as required.
• Flexibility to work onsite at U.P. Ayala Land Technohub, Quezon City and remotely depending on business needs.

Required skills

• Excellent spoken and written English communication.
• Strong customer‑service orientation with empathy and rapport‑building ability.
• Analytical and problem‑solving skills to address customer concerns.
• Minimum typing speed of 35 words per minute and ability to multitask across multiple applications.

What we offer

• Opportunities for learning, growth and career development.
• Flexible work environment that values well‑being and inclusion.
• Support from a global team to help shape your future.