Client Care Representative

Overview

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.

Sun Life Global Solutions is looking for exceptional, customer-oriented team players who are willing to join a fast-paced, challenging environment in our Client 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 Client 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.

• Provide outstanding customer service and support by resolving telephone inquiries from customers.
• Enhance customer relationships and contribute to building customer loyalty through the delivery of accurate and timely information.
• Responsible for navigating computer systems to track calls, gathering information, and effectively resolving the issues or queries which caused the customer to contact the CCC.
• Provides answers to a variety of moderately complex client inquiries about the life insurance policies using well defined guidelines.
• Performs multiple transactions to complete all aspects of client inquiries within standard guidelines.
• Ensures that thorough records are maintained by documenting all actions taken to process telephone-initiated requests.
• Reviews and interprets moderately complex plan and policy documents in order to respond to client requests and or makes entries into systems.
• Routine client contact includes policy interpretation and somewhat complex problem solutions.
• May follow-up with Team Leader or more senior staff member to obtain additional information needed to resolve customer inquiries.
• May provide input for the improvement of processes and procedures.

• College graduate of a 4-year course
• Minimum call center experience is of 1 year (inbound)
• Strong and effective verbal and written communication skills
• Ability to handle 2 concurrent chats with customers
• 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
• Proficient Windows knowledge
• Proficient keyboarding skills

Job Category: Call Centre

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