Client Care Representative - Group Benefits

Sun Life Financial; Philippines; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Sun Life Financial is seeking a Client Care Representative in the Philippines to handle inbound calls and multi-chat inquiries, assess client needs, and resolve issues with empathy and accuracy.

You will use online systems to gather information, track requests, and ensure timely resolution while maintaining quality. Fluency in English is required, and knowledge of healthcare/insurance is preferred.

Qualifications

• Should be a College graduate.
• Fluency in English speaking and writing.
• Very good written communication skills.
• Ability to handle 3 concurrent chats with customers.
• Previous related BPO work experience preferred in Healthcare/ Insurance.
• Ability to promote Sun Life products and services.
• Commitment to a scheduled environment.

Responsibilities

• Receive telephone calls regarding inquiries from customers.
• Manage 3 concurrent chat sessions with customers.
• Assess customer needs and address issues quickly, meeting productivity and quality objectives.
• Use online systems to gather information and resolve issues.
• Track, monitor and resolve customer requests.
• Provide superior customer service with a proactive approach.
• Maintain a positive, friendly, motivated team environment.
• Be available for overtime during peak periods.
• Adapt to standard night shift hours.

Skills

Fluent English

Customer service

Multitasking

Written communication

Empathy

Team player

Problem solving

Listening skills

Data/documentation

Typing/Windows

Education

College degree

Tools

Windows

Keyboarding

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. 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:

• Should be a College graduate
• 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
• Minimum call center experience is of 1 year (inbound)
• Previous related BPO work experience must be in Healthcare/ Insurance (Preferred)
• Fluency in English speaking and writing
• Ability to handle 3 concurrent chats with customers
• Very good written communication skills
• 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

We are an equal opportunity employer and welcome applications from Persons with Disabilities.

Job Category: Call Centre Posting End Date:

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. Make life brighter 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. Join a top employer for a brighter future. Visit Sun Life Careers