Customer Relations Officer (12‑Month Contract)

About the role

Manulife is looking for a proactive Customer Relations Officer to join its Hong Kong team on a 12‑month fixed‑term basis. You will be the primary point of contact for employers and intermediaries, delivering accurate information on MPF schemes and ensuring timely case resolution.

Key responsibilities

• Handle employer and intermediary enquiries via phone, email and other channels.
• Provide advisory services on MPF scheme details and account management.
• Follow up on outstanding cases to meet service‑level timelines.
• Support employer onboarding, employee penetration and customer education initiatives.
• Collaborate with internal departments and external stakeholders to investigate and resolve issues.
• Maintain accurate records of all interactions in internal systems.
• Assist in creating communication templates, FAQs and process guidelines.
• Identify service gaps, recommend improvements and support related projects.

Required profile

• Diploma or bachelor’s degree in Business Administration, Finance or a related field.
• 3‑4 years of customer‑service or call‑centre experience, preferably in financial services or MPF/retirement schemes.
• Excellent communication skills in English and Chinese (Cantonese); Mandarin is a plus.
• Strong problem‑solving, listening and interpersonal abilities.
• Detail‑oriented, well‑organized and able to manage multiple tasks under tight deadlines.

Required skills

• Proficiency in MS Office (PowerPoint, Word, Excel, Outlook).

What we offer

• Opportunities for learning and career growth within a global financial services firm.
• Supportive, flexible work environment that values well‑being and inclusion.