Senior Officer, Customer Care

The Senior Officer, Customer Care is responsible for delivering excellent customer service through inbound and outbound communications, resolving customer inquiries and complaints, maintaining accurate customer records, and ensuring compliance with established service standards and operating procedures. This role contributes to customer satisfaction, retention, and overall customer experience.

Position Responsibilities

• Handle customer inquiries and service requests through inbound/outbound calls and other communication channels.
• Provide accurate information and achieve first call resolution whenever possible.
• Follow established SOPs, service standards, and timelines for customer interactions.
• Identify customer needs, provide appropriate solutions, and escalate unresolved issues when necessary.
• Maintain accurate customer records and document customer interactions in relevant systems.
• Conduct outbound customer engagement activities, including welcome, reminder, and follow-up calls.
• Handle customer complaints and coordinate with relevant teams for timely resolution.
• Support customer retention and satisfaction through proactive and professional service.
• Prepare and maintain required call and service reports.
• Perform other duties as assigned by management.

Required Qualifications

• Candidates prefer Bachelor's/ College Degree holder
• Requires relevant work experience of 2 Years
• Must be self-driven and highly motivated
• Be able to use both Khmer/English for communication

Preferred Qualifications

• Excellent communication and interpersonal skills
• Excellent analytical, problem solving and solutioning skills
• A capacity for constant learning from both success and failure
• Open to change and continuous improvement

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 .

Working Arrangement

In Office