Sun Life Centre, 5Th Ave., BGC, Taguig, Metro Manila, Philippines
> 1 yr
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 CCR provides consistent quality customer service experience for GOVT and/ or GB/ GRS clients who contact the Customer Contact Centre.
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. - Work from home set up is temporary based on management discretion.