Client Care Representative (w/ Life Insurance Account Experience) - POOLING

Sun Life Global Solutions – Philippines; Taguig; Hybrid; PHP 279,000 - 391,000; Full time

Job summary

Sun Life Financial in the Philippines is seeking a customer care professional to join our fast-paced Customer Care Centre. You will handle inbound inquiries, resolve customer issues, and navigate our systems to provide accurate information while strengthening client relationships.

Ideal candidates have 1 year of international life insurance contact centre experience, a life-insurance focus, and familiarity with KPIs such as AHT, CSAT, and QA. A fixed graveyard shift is required.

Qualifications

• College graduate of any 4-year course.
• At least 1-year solid experience of International Life Insurance account (not accumulative)
• Experience must be specifically in life insurance only
• Most recent should be in Contact Centre and inbound/voice account
• Contact centre experience must be within 1 year
• Preferably with: AHT, CSAT, QA and attendance experience (or other related KPI measures)
• Prescribed bandwidth is at least 25mbps with unlimited data (or candidates who did not meet the requirement can work onsite while processing the internet upgrade)
• Willing to work on a fixed graveyard shift

Responsibilities

• Provide outstanding customer service by resolving telephone inquiries in the inbound Customer Care Centre.
• Navigate computer systems to track calls, gather information, and effectively resolve customer issues.

Skills

Life insurance experience

Contact centre experience

Inbound/voice account

KPI awareness (AHT CSAT QA)

Education

Bachelor's degree

Job description

Sun Life Financial is looking for exceptional, customer oriented team players who are willing to join a fast-paced, challenging environment in our Customer 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 Customer 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.

• College graduate of any 4-year course

• At least 1-year solid experience of International Life Insurance account (not accumulative)

• Experience must be specifically in life insurance only

• Most recent should be in Contact Centre and inbound/voice account

• Contact centre experience must be within 1 year

• Preferably with: AHT, CSAT, QA and attendance experience (or other related KPI measures)

• Prescribed bandwidth is at least 25mbps with unlimited data (or candidates who did not meet the requirement can work onsite while processing the internet upgrade)

• Willing to work on a fixed graveyard shift

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.