SINAG - Chatbot Candidates

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 :