Technical Writer (Project Back to Zero)
Sun Life
Taguig City, National Capital Region (Manila)
4d ago

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 :

Job description (heading) / Description du poste (titre)

The Technical Writer is responsible for responding to all client requests and inquiries received through e-mail, postal mail, Client Feedback forms and other written correspondences, accurately and in a timely manner.

Preferred skills (heading) / Compétences particulières (titre )

Core Professional / Technical Competencies Required :

Client-oriented and very patient

Can multi-task; quick learner and highly stress-tolerant

Possesses good written communication and interpersonal skills; with a typing speed of at least 50 wpm

Knowledge of existing business practices and workflows, understands INGENIUM, PRISM, TAPS, WMS, IPAC, SalesForce CRM, LGS, etc. is preferred

Highly proficient in the use of MS Office and Windows applications and highly adaptable to change

Collaborates Effectively - partners to deliver on team and organizations goals

Communicates Confidently - shares relevant information in a direct, compelling and transparent fashion

Focuses on the Client - builds relationships with clients by understanding and responding to their needs and ensuring fair treatment

Takes Accountability - sets and achieves stretch objectives.

Understands our Business - knows the fundamentals of the SLF business (e.g. life, health and wealth).

Qualifications (heading) / Compétences (titre)

Education : Must have a Bachelor’s degree of at least a four year course

Experience : With at least 3 years experience in any front-line customer service function

Responsibilities (heading) / Responsabilités (titre)

  • Responds to inquiries, requests or complaints of clients in a timely, accurate, and courteous manner, and ensures service levels are met;
  • Processes address change, and updates contact information with 100% accuracy and within agreed TAT;
  • Coordinates with backend support unit to ensure technical accuracy of computations and requirements needed by clients;
  • Coordinates with different sections and departments for written requests of policyholders requiring changes and adjustments in their policy records;
  • Logs all correspondences in Salesforce accurately, completely and concisely within 24 hours for tracking and monitoring purposes and immediately refers cases or requests beyond scope to the appropriate section / staff;
  • Monitors and follows through unresolved / open referred Salesforce CRM cases / requests; coordinates with back-end support units all requests until SR is resolved;
  • Sends required number of Client Feedback Surveys;
  • Prepares appropriate reports for inclusion in the regular response report; and
  • Attends meetings, daily huddles if any, and completes all computer-based trainings as required.
  • Job Category :

    Customer Service / Operations

    Posting End Date :

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