Client Care Representative - Individual Protection

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

Job summary

Sun Life in Metro Manila is looking for exceptional customer-oriented individuals for a position in their Client Care Centre. Candidates should have at least 1 year of inbound call center experience and strong communication skills. The role involves resolving customer inquiries, enhancing client relationships, and providing accurate information. Responsibilities include navigating computer systems and maintaining thorough documentation. This is an opportunity to make a difference while growing in a fast-paced environment.

Qualifications

• Minimum call center experience of 1 year (inbound).
• Ability to handle 2 concurrent chats with customers.
• Good listening skills.

Responsibilities

• Provide outstanding customer service and support by resolving telephone inquiries from customers.
• Navigate computer systems to track calls, gather information, and resolve issues.
• Document all actions taken to process telephone-initiated requests.

Skills

Verbal communication skills

Written communication skills

Customer-centric approach

Problem-solving skills

Multitasking ability

Education

College graduate of a 4-year course

Tools

Windows

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

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 inbound 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. You will navigate our computer systems to track calls, gather information, and effectively resolve the issues or queries that cause the customer to contact the CCC.

Responsibilities

• 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.
• Navigate computer systems to track calls, gather information, and effectively resolve the issues or queries which caused the customer to contact the CCC.
• Provide answers to a variety of moderately complex client inquiries about life insurance policies using well-defined guidelines.
• Perform multiple transactions to complete all aspects of client inquiries within standard guidelines.
• Ensure thorough records are maintained by documenting all actions taken to process telephone-initiated requests.
• Review and interpret moderately complex plan and policy documents to respond to client requests and make entries into systems.
• Maintain routine client contact including policy interpretation and somewhat complex problem solutions.
• Follow up with a Team Leader or more senior staff member to obtain additional information needed to resolve customer inquiries.
• Provide input for the improvement of processes and procedures.

Qualifications and Competencies Required

• College graduate of a 4-year course.
• Minimum call center experience 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.

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