Officer, Customer Relations

We are seeking a proactive and customer‑focused Officer, Customer Service (12 Months) to join our team.

In this role, you will manage employer and member enquiries, provide clear and accurate information on mandatory Provident Fund (MPF) scheme, and ensure timely follow‑up on all cases.

You will work closely with internal stakeholders to resolve issues, enhance customer satisfaction, and contribute to continuous service improvement initiatives.

The ideal candidate will possess strong communication skills, an eye for detail, and the ability to manage multiple tasks in a dynamic environment.

If you are passionate about delivering exceptional service and want to build a career in the pension/financial services sector, we welcome you to apply.

• Act as the primary contact point for employers and intermediaries, handling inquiries via phone, e‑mail, and other communication channels.
• Provide accurate and timely information and advisory services on MPF schemes and account management.
• Conduct follow‑up on outstanding cases and ensure proper resolution within service‑level targets.
• Support employer onboarding, employee penetration, and customer education initiatives.
• Work closely with internal departments and external stakeholders to investigate and resolve customer issues.
• Maintain accurate records of all customer interactions and case handling in internal systems.
• Assist in preparing customer communication templates, FAQs, and process guidelines.
• Identify service gaps, recommend improvements, and support projects that enhance customer experience.
• Ensure all activities comply with regulatory requirements and company policies.

• Diploma or bachelor’s degree in business administration, finance, or a related discipline.
• Minimum 3‑4 years of experience in customer service, call centre operations, or client service, preferably in financial services or MPF/retirement schemes.
• Strong communication skills in English and Chinese (Cantonese);
  Mandarin is an advantage.
• Customer‑oriented with strong problem‑solving, listening, and interpersonal skills.
• Detail‑minded, well‑organized, and able to handle multiple tasks under tight deadlines.
• Proficient in Microsoft Office (PowerPoint, Word, Excel, Outlook).

• Experience in MPF, pension administration, or financial products.
• Experience handling employer accounts or corporate clients.
• Ability to conduct employer briefings, presentations, or training.
• Strong analytical mindset and familiarity with regulatory guidelines issued by the MPFA.

We empower you to learn and grow the career you want, support you in an adaptable setting where well‑being and inclusion are more than just words, and help you shape the future you want to see.

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.

Manulife is an Equal Opportunity Employer. We embrace diversity and are committed to fair recruitment, retention, advancement, and compensation practices without discrimination on any basis protected by applicable law. A Human Resources representative will work with applicants who request reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used consistently with applicable laws and Manulife/John Hancock policies.