Client Care Representative ISun Life Financial

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:
OVERALL PURPOSE:
The Asia Service Centre - Client Care Center (ASCP - CCC) is an off-shore based contact centre, established to assist the on-shore Customer Care Centre of Sun Life Assurance of Canada in their operations, mainly in handling inquiries either through telephone and/or chat for Group Benefit and Individual line of business.
Group Retirement Services (GRS) is the new line of business of the CCC. GRS is the leading provider of Defined Contribution plans in Canada serving over 1 million plan members. It offers a wide range of products and services to meet the unique needs of SLF plan sponsors and plan members.
The Customer Care Representative (CCR) position is a pioneer position in this line of business. The CCR provides consistent quality customer service experience for GOVT and/ or GB/ GRS clients who contact the Customer Contact Centre.
The CCR reports to the GRS Supervisor.
SPECIFIC ACCOUNTABILITIES:
Operational Excellence - Call Management
Interact and manage received calls effectively and professionally by providing the customers with outstanding customer service experience through the following:
Provide a "World Class Call" customer service in assisting clients with their inquiries about our products, services, policies and claims (inbound calls)
Solve client's inquiries in a friendly and professional way from the very first call while adhering to Sun Life's policies and procedures
Seek opportunities to proactively provide clients with additional information on Sun Life Financial products & services available to them
Be measured against quality, efficiency and effectiveness measures to help you continuously improve
Work collaboratively as a team to learn, improve and grow
Operational Excellence - Sales Management: Upselling
Ensure that company's products are upsold to customers whenever it is necessary or there are opportunities
Teamwork, Collaboration, and Engagement
Commit to work efficiently, cooperatively, and consistently with other team members, colleagues and/or superiors through various projects, learning and development, skills assessment, and/or process improvement.
Ensure to comply with the company's internal and operations policies and guidelines.
QUALIFICATIONS AND COMPETENCIES REQUIRED:
Communication Skills
Fluency in English speaking and writing
Strong and effective verbal and written communication skills.
Good listening skills
Problem Solving:
Detect and recognize that there is a problem.
Identify the nature of the problem.
Define the problem.
Apply and advise the appropriate solution.
Multi-tasking in usage of tools and other resources to drive call resolution.
Effectively collaborate with on-shore partners
Job Category: Call Centre
Posting End Date: 30/09/2020
Sun Life Financial

Manila City, Metro Manila Taguig City, Metro Manila
Permanent
Full-time