Client Care Representative - Group Benefits

Sun Life; Taguig; On-site; PHP 223,200 - 334,800; Full time

Job summary

Sun Life is seeking a Client Care Representative to manage customer inquiries through calls and chats. The ideal candidate will have at least one year of call center experience, preferably in Healthcare or Insurance. Responsibilities include assessing customer needs, multitasking on concurrent chats, and providing proactive customer service. Successful applicants should possess strong communication skills, a Customer Centric approach, and the ability to work in a high-pressure environment with attention to detail.

Qualifications

• Minimum call center experience of 1 year (inbound).
• Ability to discover, analyze, and solve problems.
• Ability to demonstrate empathy and self-awareness.

Responsibilities

• Receive telephone calls regarding inquiries from customers.
• Assess customer needs and address issues in a timely manner.
• Provide superior customer service by being proactive.

Skills

Fluency in English speaking and writing

Customer Centric approach

Good listening skills

Ability to handle 3 concurrent chats

Attention to detail

Tools

Proficient Windows knowledge

Keyboarding skills

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.

Client Care Representative Responsibilities

As a Client Care 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 maintain a positive, friendly and motivated environment within the team while adapting to our changing business needs

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