Client Care Representative

Client Care Representative

Location: 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:

As a Client Care Representative you will:

1. Receive telephone calls regarding inquiries from our customers
2. Manage 3 concurrent chat sessions with customers
3. Assess customer needs and address issues in a timely manner, meeting monitored productivity and quality objectives
4. Use online systems to gather information required and resolve issues
5. Track, monitor, and resolve customer requests
6. Provide superior customer service by being proactive in meeting customer needs
7. Commit to a scheduled environment
8. Be available to work overtime during peak periods
9. Have the flexibility to work during standard hours of operation, including night shifts
10. Contribute to maintaining a positive, friendly, and motivated environment within the team while adapting to our changing business needs

Minimum Requirements:

1. Minimum call center experience of 1 year (inbound)
2. Previous related BPO work experience in Healthcare/Insurance (Preferred)
3. Fluency in English speaking and writing
4. Ability to handle 3 concurrent chats with customers
5. Very good written communication skills
6. Ability to effectively promote Sun Life products and services
7. Customer-centric approach
8. Ability to discover, analyze, and solve problems
9. Ability to demonstrate empathy, self-awareness, and emotional control
10. Good listening skills
11. Positive attitude towards situations
12. Value open and honest feedback
13. Strong team player
14. Translate frequent results coaching into continuous improvement
15. Multitask proficiently in a fast-paced, performance-driven environment
16. Deliver superior customer service skills that consistently demonstrate professionalism
17. Adapt quickly and comfortably to change
18. Handle stress in a high-pressure environment
19. Attention to detail with strong documentation and follow-up skills
20. Strong and effective verbal and written communication skills
21. Proficient in Windows
22. Proficient keyboarding skills

Job Category: Call Centre

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.

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.