Client Care Representative - Group Benefits

Job Description

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As a Client Care Representative you will:

o Should be a College graduate
o Receive telephone calls regarding inquiries from our customers
o Get on 3 concurrent chat sessions with customers
o Assess customer needs and address issues in a timely manner, meeting monitored productivity and quality
objectives
o Use on-line systems to gather information required and resolve issues
o Track, monitor and resolve customer requests
o Provide superior customer service by being proactive in meeting customer needs
o Commitment to a scheduled environment
o Available to work overtime during the peak periods
o Flexibility to work during standard hours of operation…. working night shifts
o Contribute to maintain a positive, friendly and motivated environment within the team while adapting to our
changing business needs

o Minimum call center experience is of 1 year (inbound)
o Previous related BPO work experience must be in Healthcare/ Insurance (Preferred)
o Fluency in English speaking and writing
o Ability to handle 3 concurrent chats with customers
o Very good written communication skills
o Ability to effectively promote Sun Life products and services
o Have a Customer Centric approach
o Ability to discover, analyze and solve problems
o Ability to demonstrate empathy, self-awareness and emotional control
o Good listening skills
o Ability to approach situations with a positive attitude
o Ability to value open and honest feedback
o Ability to be a strong team player
o Ability to translate frequent results coaching into continuous improvement
o Ability to multitask proficiently in a fast paced, performance driven environment
o Ability to deliver superior customer service skills that consistently demonstrate professionalism
o Ability to adapt quickly and comfortably to change
o Ability to handle stress in a high pressure environment
o Attention to detail with strong documentation and follow up skill
o Strong and effective verbal and written communication skills
o Proficient Windows knowledge
o Proficient keyboarding skills

We are an equal opportunity employer and welcome applications from Persons with Disabilities.

Job Category:

Call Centre

Posting End Date: