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:

Service Desk Bilingual Client Services Agent

Reporting To: Service Desk Client Services Manager

Vision/Mission:

Sun Life is a global Financial Services company. On our award-winning Service Desk in Waterford we support Sun Life clients across Canada & North America. Right now, we're looking for people who care deeply about exceptional Customer Service to join us.  

Core competencies/qualities: 

Do you speak English and French fluently?

Do you enjoy helping people get the support they need to resolve their issues?

Are you a good communicator? Do you make sure you keep things simple and straightforward?

Are you friendly? Do you pride yourself on providing elite customer service?

Do you like the idea of working as part of a diverse, inclusive and welcoming team?

If this sounds like you, please read on.

What we do:

Our Client Services Agents provide website and mobile app support over the phone, to Sun Life's growing client base.

We also support Sun Life brokers and administrators who need our technical help and friendly approach to gain access to their online information.

Job role & objectives:

We are looking for people with excellent Customer Service skills to join our team. Once you're part of this team, we want to support you in becoming the best you can be at your job; the training you get will help build the knowledge and confidence you'll need to start taking these calls. We will help you do this gradually; you're not expected to know everything on day one. You'll be guided through existing step-by-step knowledge documents, you'll listen to live calls, and when you're ready to go it alone you can be safe in the knowledge that there is a support network around you, in the office and online. Having a background in IT and Customer Service roles could help you feel more at ease at the beginning, but even without that experience, the coaching provided will ensure the best start for every successful applicant. Willingness to learn, improve and provide superb customer service are qualities that will help you succeed. 

Responsibilities:

As a member of the Sun Life Service Desk Client Services Team:

You will be part of a first line support team, working to resolve access issues for Sun Life clients across Canada & North America Following security and verification procedures, you will help reset passwords and guide clients back into their accounts - enabling them to view their products, policy information & entitlements You will help them with basic navigation & troubleshooting On each call, you will decide the best way to help the client; listening carefully & asking the right questions to find out exactly what they need You can search the Knowledge Base (KB) for guidance by typing in a few key words You can ask colleagues for help, in person or in online real-time group chats, both for general questions and more specialized teams. You may take the call, but you always have a support team around you to ensure you get the client to the best resolution. After each call, you will log the details to help us track and learn from the calls we get to help improve our client's experiences You will get the opportunity to gain insights into other lines of business within the Service Desk environment by accommodating overflow support during their busy/after hour periods By sharing your experiences from each call you also help with maintaining and improving the Knowledge Base, in turn helping us to improve the service offered to our clients.

Here's a quick look at why working for Sun Life Ireland is so rewarding:

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits not only our clients but our colleagues and the communities where we operate. We welcome applications from qualified individuals from all backgrounds. You'll be part of an organization that gives back to the local community, engages and works with various local charities, and encourages work life balance for its employees.

Our employees are offered a considerable benefits package* from practical things like private health insurance & a pension scheme to the option of being part of our Sports & Social club who run events most months treating members to pizza, doughnuts, reduced cost tickets for local and national amenities and even encouraging people to give indoor soccer, inter-firms tennis or tag rugby a try.

We are focused on investing in all our employees and the progression of women features prominently in our vision. From partnering with local secondary schools & WIT, to our mentorship programmes within Sun Life such as Horizon & Girls Run IT. We recognise that women have an incredible amount of qualities, knowledge and experience to share. We want to encourage this and help all employees achieve their full potential. We want you to evolve and advance in your career with Sun Life Ireland and will support you on your journey to achieving your professional goals.

Let's not forget the positives of Waterford; voted the Irish Times Best Place to Live in Ireland for 2021. From the city scene to the coastline and newly constructed Greenway, there are so many things to do, both in Waterford and our neighbouring counties. With a lower cost of living compared to other cities, Waterford can offer a more relaxed and accessible lifestyle.

*Benefits:

22 Days Annual Leave - increasing to 25 days based on length of serviceMaternity Leave, Paternity Leave, Parental LeaveAnnual Bonus plan based on Company and Individual Performance100% Private Health Insurance cover for employees and 50% contribution for family members from date of hireStudy Assistance Programme inclusive of Masters ProgrammeS&S Club, Wellness Programme, GP Scheme, Flu Vaccines, Eye Care Scheme as well as lots of discounted events and classesDefined Contribution Pension Scheme.

Job Category:

IT - Technology Services

Posting End Date:

13/02/2025