Client Care Representative

Sun Life; Taguig; On-site; PHP 279,000 - 391,000; Full time

Job summary

Sun Life Global Solutions is seeking a Client Care Representative to join our fast-paced Client Care Centre (CCC). You will deliver exceptional customer service by handling inbound inquiries, resolving issues, and guiding customers through our processes with accurate information.

You will work with a dynamic team, manage multiple chat sessions, and adapt to peak periods and night shifts while maintaining empathy and professionalism.

Qualifications

• Minimum call center experience of 1 year (inbound).
• Experience in Healthcare/Insurance-related BPO preferred.
• Excellent English speaking and writing skills.

Responsibilities

• Handle inbound calls from customers in the CCC and resolve inquiries.
• Manage up to 3 concurrent chat sessions with customers.
• Assess customer needs and resolve issues promptly to meet quality targets.
• Use online systems to gather information and track requests.
• Maintain a positive and proactive customer service approach.

Skills

Call center experience

English proficiency

Multitasking

Written communication

Customer service orientation

Problem solving

Windows proficiency

Tools

CRM systems

Job description

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.

At Sun Life, we’re driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you’ll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients’ lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Position: Client Care Representative

Role Summary:

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.

Main Accountabilities:

As a service 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 maintaining 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:

• Minimum call center experience is of 1 year (inbound)
• Previous related BPO work experience must be in Healthcare/ Insurance (Preferred)
• Maximum overall experience is 5-6 years
• 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:

03/11/2026