Sr Client Representative II at Sun Life

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

31 Dec, 25

Salary

0.0

Posted On

02 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Bilingual, Problem Solving, Empathy, Communication, Multitasking, Attention to Detail, Team Player, Adaptability, Stress Management, Documentation, Windows Proficiency, Keyboarding Skills, Listening Skills, Self-Awareness, Emotional Control

Industry

Financial Services

Description

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: Position: Sr Client Care Representative II (BILINGUAL) Role Summary: 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 in English and in French Language. Main Accountabilities: As a service 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: Minimum call center experience is of 1 year (inbound) Previous related BPO work experience must be in Healthcare/ Insurance (Preferred) Maximum overall experience is 5-6 years Maximum Call Center experience of 4 years Fluency in English and French 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: 16/11/2025 Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers

Responsibilities

The Sr Client Representative II is responsible for providing outstanding customer service by resolving telephone inquiries in the Client Care Centre. This role involves enhancing customer relationships and contributing to customer loyalty through accurate and timely information delivery.