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.

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.Responsible for navigating computer systems to track calls, gathering information, and effectively resolving the issues or queries which caused the customer to contact the CCC.Provides answers to a variety of moderately complex client inquiries about the life insurance policies using well defined guidelines.Performs multiple transactions to complete all aspects of client inquiries within standard guidelines.Ensures that thorough records are maintained by documenting all actions taken to process telephone-initiated requests.Reviews and interprets moderately complex plan and policy documents in order to respond to client requests and or makes entries into systems.Routine client contact includes policy interpretation and somewhat complex problem solutions.May follow-up with Team Leader or more senior staff member to obtain additional information needed to resolve customer inquiries.May provide input for the improvement of processes and procedures.

QUALIFICATIONS and COMPETENCIES REQUIRED:

College graduate of a 4-year courseMinimum call center experience is of 1 year (inbound)Strong and effective verbal and written communication skillsAbility to handle 2 concurrent chats with customersAbility to effectively promote Sun Life products and servicesHave a customer-centric approachAbility to discover, analyze and solve problemsAbility to demonstrate empathy, self-awareness, and emotional controlGood listening skillsAbility to approach situations with a positive attitudeAbility to value open and honest feedbackAbility to be a strong team playerAbility to translate frequent results coaching into continuous improvementAbility to multitask proficiently in a fast paced, performance driven environmentAbility to deliver superior customer service skills that consistently demonstrate professionalismAbility to adapt quickly and comfortably to changeAbility to handle stress in a high-pressure environmentAttention to detail with strong documentation and follow up skillProficient Windows knowledgeProficient keyboarding skills

Job Category:

Call Centre

Posting End Date: