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Manager, Customer Service

Company

Manulife(Cambodia) PLC   

type

Public Limited Company

Function

Insurance

employees

Location

Phnom Penh

Level

Top

Term

Full Time

Year of Exp.

1

Function

Customer Service

Hiring

Industry

Insurance

Salary

Negotiable

Qualification

Bachelor Degree

Sex

Male/Female

Language

English-- Good   

Age

~

Location

Phnom Penh;

Publish Date

Apr-20-2021

Closing Date

May-20-2021

Job Description

  The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Manager, Customer Service with the resources to solve critical problems for the future of our business, which is why we need you.
The successful incumbent is responsible to formulate effective recruitment strategies and programs to recruit high-quality insurance advisers and achieve company's distribution growth objective.

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 mindset 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

On the job you will:
• Supervise/ facilitate day-to-day Customer Service operations
• Keeps management informed by reviewing and analyzing special reports; summarizing information; identifying trends
• Manage communicating courteously with walk-in customers and IA/IS.
• Investigate and provide solutions to customers' problems, which may be complex or long-standing problems that require special handling
• Handle customer complaints or any major incidents, according to procedures while injecting appropriate business sense and be customer focus.
• Manage and keep accurate records of discussions or correspondence with customers
• Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines
• Act as an escalation point for the client
• Contributes to team effort by accomplishing related results as needed
• Respond to customers' enquiries within standard turnaround time
• Provide help and advice to customers and IA/IS using your organization’s products or services
• Train staff to deliver a high standard of customer service
• Follow up on customers' requests in a timely manner and ensure service standards are met
• Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines
• Create customer loyalty through the delivery of unrivalled customer service
• Develop and maintain effective relationships with client key stakeholders
• Perform other tasks as assigned by management from time to time.

Our commitment to you
• Our mission; to be a part of making Decisions Easier and Lives Better
• A leadership team dedicated to your growth and success 
• A bold ambition and set of goals to be a leader in driving transformation in our industry 
• Our best. Every day. 
• We are committed to be an equal opportunity employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”. 

Job Requirements

  We are looking for someone with: 
• Bachelor’s degree in business, Finance or related field is preferred
• Customer service/Management background
• Proficient in relevant computer applications (MS word, Excel …)
• Requires 1 – 3 years of experience in customer service
• Knowledge of customer service practice and principles
• Superior listening, verbal, and written communication
• Ability to handle stressful situation and appropriately
• Teamwork, focused, results driven, professional maturity, and self-confidence
• Work efficiently and accurately and able to work under pressure and independently, a team player who is self-motivated and able to work independently with minimal supervision
• Have a strong character and able to consider and advice on the consequences of various courses of action
• Detail oriented with patience on detail paper works and record setup in system

Nice to Haves: 
• Supports company operations by maintaining office systems and supervising staff
• Responsible for overall customer service area (Headquarter) and ensures that the needs of customers are being satisfied. The aim is to provide excellent customer service and to promote this idea throughout the organization.
• Able to work at various levels, from head office to the front end of the business.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Learn more about opportunities with us at jobs.manulife.com. Join us now!

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Contact Information

Contact Person

Ms. Rathana Hout

Phone

023 965 965

Email

rathana_hout@manulife.com

Website

http://www.manulife.com.kh

Address

14th Floor, TK Central, No. 12, Street 289, Sangkat Boeung Kak 1, Khan Toul Kork, Phnom Penh. Kingdom of Cambodia

Company Profile

Manulife is a leading Canada-based financial services group with principal operations in Asia, Canada and the United States. Clients look to Manulife for strong, reliable, trustworthy and forward-thinking solutions for their most significant financial decisions. Our international network of employees, agents and distribution partners offers financial protection and wealth management products and services to millions of clients. We also provide asset management services to institutional customers. At the end of June 2016, we had US$718 billion in assets under management and administration, and in the previous 12 months we made more than US25.4 billion in benefits, interest and other payments to our customers. Our group of companies operates as Manulife in Canada and Asia and primarily as John Hancock in the United States. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK. We are committed to be an equal opportunity employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”.

Service hot line :

023 969 088 / 023 91 90 86 / 023 91 90 87 / 02391 90 89

Operating Hours : Mon-Fri (8:00 am to 5:30 pm)

Email : jobs@camhr.com.kh

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