Bilingual Customer Service Representative

Bilingual Customer Service Representative
Employment type: Full-time
City: Montréal
Last visit: 2014-10-15
Author's ads: 1

Posted: 2014-10-15




Role Summary:


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 Solutions Centre. In doing so, you will enhance customer, client and agent 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 us.


Main Accountabilities:

Effectively manage a variety of group life insurance telephone calls inquiries

Assess customer needs and address issues in a timely manner (including appropriate customer follow up) meeting monitored productivity and quality objectives

Use on-line systems to gather information required and resolve issues

Track and monitor customer issues using on-line systems

Provide superior customer service by anticipating customer needs through the use of strong communication techniques

Effectively manage your daily work schedule

Communicate daily with agents, clients, and other staff

Develop and maintain good client relationships while ensuring confidentiality

Review documents to ensure data is correct and within specified terms and obtaining and verifying missing or incomplete data

Maintain relevant and current knowledge of Sun Life and industry products and policiesCompetencies:

Superior customer service skills that consistently demonstrate professionalism

Attention to detail with strong documentation and follow up skills

Ability to multitask proficiently in a fast paced, performance driven environment

Ability to adapt quickly and comfortably to change

Ability to handle stress in a high pressure environment

Ability to translate frequent results coaching into continuous performance improvement 

Analytical thinker with proven problem solving skills

Strong and effective verbal and written communication skills

Proficient Windows knowledge

Proficient keyboarding skills

Strong team player

Previous client service experience

Bilingual (English/French)

Professional telephone etiquette Assets:

Knowledge of  Medical, Dental, or Disability Group Insurance products  

Notes/Unique Requirements:

Commitment to a scheduled environment.

Currently recruiting for Full Time shifts.

Must be available to work all shifts between 8:30am - 5:00pm. Sun Life Financial promotes equal opportunity employment.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Unposting Date: Oct 28, 2014, 11:59:00 PM

Job:  Customer Service / Operations

Career Level: Experienced

Industry: Financial Services and Banking

Job Function: Customer Service