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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.
Main Accountabilities:
As a Client Care Representative you will:
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:
Maximum overall experience is 5-6 years
Minimum call center experience is of 1 year (inbound)
Maximum Call Center experience of 4 years
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
Posting End Date:
