Billing & Collections Analyst, Customer Support

4 months ago


Thành phố Hồ Chí Minh, Vietnam Manulife Full time

**On the job you will**:

- Manage large amounts of outbound calls in a timely manner
- Complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’ positive reputation
- Follow communication ‘scripts’ when handling different topics
- Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives; escalate when necessary
- Review customer policy, providing update and information about premium, loans, and other policy items
- Achieve performance goals like call duration and customer satisfaction
- Efficiently use software systems during customer interactions
- Complete call logs and keep records of all conversations in company call center database
- Document all information according to standard operating procedures and produce call reports
- Maintain customer data privacy in line with company regulations
- Attending training sessions to continuously improve knowledge and performance
- Work with colleagues, share feedback and contribute to team meetingsCollaborate with other CSC staff/CSR to improve customer service

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What We Are Looking For**

Education and experience:

- University degree
- Knowledge of customer service principles and practices
- Prior experience in a call center or customer service role is often preferred.
- Proficiency in using computer systems, CRM software, and call center equipment.

Key competencies and Skills
- Customer service orientation
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to handle high-stress situations and adapt to changing demands
- Ability to multi-task, set priorities and manage time effectively.
- Willingness to collaborate with team members and contribute to a positive working environment.

**What Can We Offer You**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture We lead with our Values every day and bring them to life together.
- Boundless opportunity We create opportunities to learn and grow at every stage of your career.
- Continuous innovation We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship We build a business that benefits all stakeholders and has a positive social and environmental impact.

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Working Arrangement**

In Office



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