Client Care Representative I

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:

Job description (heading) /  Description du poste (titre)

• Group Retirement Services (GRS) is the leading provider of Defined Contribution plans in Canada serving over 1 million plan members. It offers a wide range of products and services to meet the unique needs of SLF plan sponsors and plan members.

  The Customer Care Representative (CCR) position is a pioneer position in this line of business. The CCR provides consistent quality customer service experience for GRS clients who contact the Customer Contact Centre.

Preferred skills (heading) / Compétences particulières (titre)

Communication Skills

• Fluency in English speaking and writing
• Strong and effective verbal and written communication skills.
• Good listening skills

Problem Solving:

• Detect and recognize that there is a problem
• Identify the nature of the problem
• Define the problem
• Apply and advise the appropriate solution
• Multi-tasking in usage of tools and other resources to drive call resolution
• Effectively collaborate with on-shore partners

Core Competencies:

• Collaborates Effectively – partners to deliver on team and organization goals
• Communicates Confidently – Shares relevant information in a direct, compelling and transparent fashion. This is in horizontal and vertical structure.
• Focuses on the Customer – Builds relationships with customers by understanding and responding to their needs and ensuring fair treatment.
• Takes Accountability – Sets and achieves stretch objectives.
• Understands our business – Knows the fundamentals of the SLF business

Qualifications (heading) / Compétences (titre)

• Minimum Qualification:

• Must be a College Graduate (4-year or 5-year course only)
• At least 1 year (solid) of work experience in the BPO industry is required for this position.
• Conversant in English.
• Applicants must be willing to work in Bonifacio Global City, Taguig City.
• Applicants must be willing to work in nights shifts.   
• Applicants must be willing to work during Philippine holidays

Responsibilities (heading) / Responsabilités (titre)

• Operational Excellence – Call Management
  Interact and manage received calls effectively and professionally by providing the customers with outstanding customer service experience through the following:

• Provide a "World Class Call" customer service in assisting clients with their inquiries about our products, services, policies and claims (inbound calls)
• Solve  client's inquiries in a friendly and professional way from the very first call while adhering to Sun Life's policies and procedures
• Seek opportunities to proactively provide clients with additional information on Sun Life Financial products & services available to them
• Be measured against quality, efficiency and effectiveness measures to help you continuously improve
• Work collaboratively as a team to learn, improve and grow

•  Operational Excellence – Sales to Solutions Management

• Ensure we educate the clients on maximizing their benefits based on the plans that they have

• Teamwork, Collaboration, and Engagement

• Commit to work efficiently, cooperatively, and consistently with other team members, colleagues and/or superiors through various projects, learning and development, skills assessment, and/or process improvement.
• Ensure to comply with the company's internal and operations policies and guidelines.

Job Category:

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