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Client Care Representative - Individual Protection

Client Care Representative - Individual Protection

Sun Life Global Solutions

Sun Life Global Solutions 33.05 km

Earn Up to 20,000 Monthly

  • Work Hybrid Work Hybrid
  • 14th Month Pay 14th Month Pay
  • Day 1 HMO for Dependent Day 1 HMO for Dependent

Client Care Representative - Individual Protection Sun Life Global Solutions - Client Care Representative - Individual Protection

Location Sun Life Centre, 7Th Ave., BGC, Taguig, Metro Manila, Philippines

Job Description


  • 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 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

  • Minimum call center experience is of 1 year (inbound).
  • Strong and effective verbal and written communication skills.
  • Ability to handle 2 concurrent chats with customers.
  • 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.
  • Proficient Windows knowledge.
  • Proficient keyboarding skills.

Skills Required

  • Problem Solving Skills
  • Calm Under Pressure
  • Attention to Detail
  • Positive Attitude
  • Strong Communication Skills

Qualification Required

  • College Graduate

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