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...

Customer focus:

• Balances efficiency with quality service
• Demonstrates patience and empathy with Clients
• Handles complex, high-value, or escalated customer inquiries
• Resolves difficult issues using advanced product and system knowledge
• Provides solutions that require judgment and experience
• Manages high-priority customer relationships

Communication Skills:

• Clearly articulates solutions to customers
• Provides constructive feedback to peers
• Escalates effectively...