Project Headway

Sun Life; Taguig; On-site; PHP 300,000 - 520,000; Full time

Job summary

Sun Life Global Solutions seeks exceptional customer-oriented team players for our Client Care Centre. Inbound inquiries will be resolved via phone and chat, using our systems to gather information and resolve issues.

You will contribute to customer loyalty through accurate and timely responses, while maintaining high productivity and quality targets. The role requires handling multiple chats, strong written and verbal English, empathy, and a proactive service mindset.

Qualifications

• 1 year minimum call center experience (inbound).
• Fluency in English (spoken and written).
• Ability to handle 3 concurrent chats with customers.
• Strong written communication skills.
• Typing speed of 25 words per minute with 95% accuracy.
• Ability to promote Sun Life products and services.
• Customer-centric approach for service excellence.
• Ability to analyze and resolve problems effectively.
• Empathy, self-awareness and emotional control.
• Good listening skills and positive attitude.
• Value open, honest feedback and teamwork.
• Willingness to translate coaching into continuous improvement.
• Capable of multitasking in a fast-paced environment.
• Deliver superior customer service in a professional manner.
• Adaptability to changing needs and processes.
• Ability to handle stress in high-pressure situations.
• Strong documentation and follow-up skills.
• Strong verbal and written communication, across channels.
• Proficient with Windows and keyboarding.

Responsibilities

• Receive and answer customer inquiries via phone and chat in inbound CCC operations.
• Handle up to 3 concurrent chat sessions while resolving issues.
• Assess customer needs and resolve issues promptly to meet productivity and quality goals.
• Navigate online systems to gather information and track requests.
• Track, monitor and complete customer requests with accuracy.
• Provide proactive, superior service and build customer loyalty.
• Be flexible to work overtime during peak periods and night shifts.
• Contribute to a positive, collaborative team environment and adapt to changing business needs.

Skills

Call center experience

English fluency

Multitasking

Typing 25 wpm

Excellent written communication

Customer service mindset

Team player

Problem solving

Empathy

Attention to detail

Listening skills

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 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:

• 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

To shine in this position, you have the following competencies:

• Minimum call center experience is of 1 year (complex inbound account)
• 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