Bilingual Service Specialist

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Working Arrangement

Hybrid

**Job Description**:
The Opportunity

Are you looking for opportunities to develop and succeed with work that challenges you and that which makes a difference in a flexible and supportive environment through supporting customer complaints accurately, professionally and timely?

The Customer Care team is a central support area for all level 2 and level 3 customer complaints and escalations with a focus on speedy resolution, customer satisfaction, loyalty, and retention. Our goal is to listen and learn from our customers so we can reduce complaints and escalations and improve the overall customer experience.

We are seeking a

Bilingual Service Specialist

**Skill / Attribute Requirements**:

- Strong and reliable team player
- Bilingual with strong communication skills both in written and verbal form
- Strong organization and time management skills with proven ability to prioritize work effectively
- Exceptional attention to detail
- Ability to quickly adapt to change and handle high volume workload
- Strong analytical and problem-solving skills
- Self-Motivated, willing to take ownership/accountability
- Developed analytical and problem-solving skills
- Demonstrated professionalism
- Superior customer service skills and de-escalation tactics
- Ability to effectively handle difficult callers or sensitive situations

**Key Responsibilities**:
Professionally, accurately and thoroughly support escalations

**Deal directly with clients**: manage, investigate and resolve escalated complaints or sensitive situations from start to finish

Build positive relationships between the customer and Company

Support, develop and maintain strong collaboration with business units

**Experience Requirements**:
In depth knowledge of Group Beneftis products, policies, procedures, systems and concepts

Solid performance in current role

M-CA-IN-CM

LI

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at


One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including

life insurance

,

annuities

,

investments

,

401(k) plans

, and

education savings plans
- Additional information about John Hancock may be found at


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

It is our priority to remove barriers to

provide


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

.