Customer Service Officer

Customer Service Officer, Distribution Contact Centre

This role provides an opportunity to support our distribution partners by delivering timely, accurate and professional service across phone and live chat. As part of the Distribution Contact Centre, you will support agents with enquiries across Individual Financial Products and Group Life Medical, including Claims, Underwriting, New Business and Underwriting services. This role provides broad exposure to insurance products and end-to-end operational processes while developing your customer service, product knowledge and problem-solving capabilities.

Position Responsibilities:

• Handle enquiries and requests of on Individual Financial Products and Group Life Medical arising from agents.
• Handle and resolve agent queries and requests via phone, live chat and email on products and services in a professional manner with tactful customer service skills.
• Provide support to management and recommend productivity/service improvements.
• Ensure accuracy and compliance of all requests to be completed with good quality standards.
• Support ad-hoc tasks to achieve desired results of business needs.

Required Qualifications:

• HKDSE/HKCEE, diploma or equivalent qualification
• Good communication skills in written and spoken English and Chinese, including Putonghua
• Excellent telephone manner, interpersonal skills and a strong service mindset.
• Self-motivated, mature and able to work independently while following through on commitments.
• Good PC literacy, including Microsoft Word and Excel, with accurate typing skills of over 45 words per minute.

Preferred Qualifications:

• 2+ years of customer service experience.
• Previous experience in a call centre or service centre environment.
• Experience supporting Individual Financial Products, group life and medical insurance, or financial and wealth management products.
• IIQE Papers 1, 3 and 5 preferred but not a must
• Experience working in a quality-focused and compliance-driven customer service environment.

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. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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. To request a reasonable accommodation in the application process, contact hr@manulife.com.

About Us

We're Manulife. And we’re on a mission to make decisions easier and lives better.

Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future.

Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

We’re proud of our accomplishments and recognition. Recent awards include:

• 2026 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers 2025
• Financial Times World’s Best Employers Asia-Pacific 2026
• We’ve been recognized as one of Canada’s Top 100 Employers 2026
• #1 Life Insurer for AI Maturity by Evident 2026

Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.