Senior Assistant, Contact Center

Job purpose
On behalf of Sun Life Viet Nam and business to receive incoming calls. A Contact Center Senior
Assistant serves as an experienced professional who not only handles complex customer interactions but also provides leadership, mentorship, and operational support to enhance team performance and customer satisfaction. He/she gives a more specialized approach to Client or Advisors. He/She must answer questions, resolve problems in call, raise appropriate proposals to solve complicated issues, process transaction problems that our client/advisor might face with accuracy and efficiency, proactively identifies and addresses recurring issues.
Major accountabilities
+ Handling incoming calls to achieve personal KPIs related to services such as service level,
average speed answer, average talk time, call per day, first call resolution and contribute to team productivity goals
+ On behalf of Sun Life Viet Nam, Contact Center Senior Assistant play an ambassador role to
deliver standard/professional service via phone. Ensure satisfaction of Client needs to the best possible way
+ Monitor all outstanding/ unresolved/ referred cases/requests; coordinate with the back-end support unit until call closed based on turnaround time.
+ Resolves customer issues independently within established guidelines. It has clear parameters for escalation and problem-solving.
+ Suggest workflow improvements
+ Demonstrates patience and empathy with Clients and team members