Client Care Representative

2 weeks ago


Taguig, National Capital Region, Philippines Sun Life Financial Full time

Client Care Representative page is loaded

Client Care Representative Apply locations Taguig City, National Capital Region (Manila) time type Full time posted on Posted Yesterday job requisition id JR

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Sun Life Financial is looking for exceptional, customer oriented team players who are willing to join a fast-paced, challenging environment in our Customer Care Centre (CCC). As a member of our dynamic team, this role is accountable for providing outstanding customer service and support by resolving telephone inquiries in our in-bound Customer Care Centre. In doing so, you will enhance customer relationships and contribute to building customer loyalty through the delivery of accurate and timely information. To assist you in providing this service, you will be responsible for navigating our computer systems to track calls, gathering information, and effectively resolving the issues or queries which caused the customer to contact the CCC.

Main Accountabilities:

As a Client Care Representative you will:
Receive telephone calls regarding inquiries from our customers
Get on 3 concurrent chat sessions with customers
Assess customer needs and address issues in a timely manner, meeting monitored productivity and quality objectives
Use on-line systems to gather information required and resolve issues
Track, monitor and resolve customer requests
Provide superior customer service by being proactive in meeting customer needs
Commitment to a scheduled environment
Available to work overtime during the peak periods
Flexibility to work during standard hours of operation....working night shifts
Contribute to maintain a positive, friendly and motivated environment within

the team while adapting to our changing business needs

To shine in this position, you have the following competencies:

Maximum overall experience is 5-6 years
Minimum call center experience is of 1 year (inbound)
Maximum Call Center experience of 4 years
Fluency in English speaking and writing
Ability to handle 3 concurrent chats with customers
Very good written communication skills
Writing speed of 25 words per minute with an accuracy of 95%
Ability to effectively promote Sun Life products and services
Have a Customer Centric approach
Ability to discover, analyze and solve problems
Ability to demonstrate empathy, self-awareness and emotional control
Good listening skills
Ability to approach situations with a positive attitude
Ability to value open and honest feedback
Ability to be a strong team player
Ability to translate frequent results coaching into continuous improvement
Ability to multitask proficiently in a fast paced, performance driven environment
Ability to deliver superior customer service skills that consistently demonstrate professionalism
Ability to adapt quickly and comfortably to change
Ability to handle stress in a high pressure environment
Attention to detail with strong documentation and follow up skill
Strong and effective verbal and written communication skills
Proficient Windows knowledge
Proficient keyboarding skills

Job Category:

Call Centre

Posting End Date:

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Shine together

At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed.

We're a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There's power in numbers. As part of Sun Life's growing team, you have an impact on people in your community and around the world.

Shape the future

With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we're driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter.

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