Customer Service Excellence Ambassador

4 days ago


Montreal, Quebec, Canada Manulife Full time
Job Overview

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Excellence Ambassador. In this role, you will be responsible for providing exceptional service to our employees and HR colleagues by handling telephone and email inquiries related to HR policies, programs, and HRIS systems.

Key Responsibilities
  • Provide prompt and accurate responses to customer inquiries in a clear, consistent, and professional manner.
  • Educate customers on the rationale behind company policies and HR self-service tools.
  • Maintain updated knowledge of Manulife's HR policies, programs, and procedures.
  • Identify opportunities for continuous improvement and implement changes to streamline processes.
  • Analyze trends and patterns of customer questions or issues and provide recommendations for improvement.
Requirements
  • Experience working in a call center environment is an asset.
  • Bilingual proficiency in English and French is required.
  • Understanding of Human Resource policies, procedures, and tools is an asset.
  • High comfort level working in a fast-paced, high-volume, and ever-changing environment.
  • Exceptional technical capabilities, including computer skills, call-center technologies, and intranet navigation.
  • Good judgment in interpreting and applying HR policies and procedures.
  • Superior customer service experience and skills.
  • High level of phone confidence and professionalism in interaction with customers.
  • Excellent verbal and written communication skills in English and French are required.
  • Able to multi-task, prioritize, and meet timelines.
  • Able to handle sensitive and complex information.
What We Offer
  • A competitive salary ranging from $43,800 CAD to $73,000 CAD per annum.
  • A comprehensive benefits package, including health, dental, mental health, vision, short- and long-term disability, life, and AD&D insurance coverage.
  • Eligibility for pension and retirement savings plans, including employer matching contributions.
  • A generous paid time off program, including holidays, vacation, personal, and sick days.
  • Opportunities for career growth and professional development.
About Us

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate in over 24 countries and serve more than 38 million customers. Our commitment to diversity, equity, and inclusion drives us to foster an inclusive workplace where everyone thrives.



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