CENTRO DE EMPREGO DIGITAL - Detalhes da Oferta de Emprego
Data: Sep 05, 2009
Responder: Clique Aqui
Empresa: Sun Life Information Services Ireland Ltd.
Localidade: Irlanda Waterford Munster
Responder: Clique Aqui
Empresa: Sun Life Information Services Ireland Ltd.
Localidade: Irlanda Waterford Munster
Job Summary
The Bi-lingual Customer Service Manager will have responsibility for the management and support of the Customer Service functions for Bermuda Operations. The manager will ensure high quality service to customers, firms, brokers and the Sun Life Bermuda sales team.
The teams hours of operation will require shift work from Monday - Friday so the successful candidate will need to be willing to work flexible hours.
Main Accountabilities
 Oversees the activities of the customer service department, ensuring that adequate resources and technical skills are available to service customers in accordance with Sun Life standards.
 Act as a liaison between Bermuda Operations Department and the Sales Organization.
 Ensures that all customer requests are handled within standard and to the highest quality standards.
 Establish controls to monitor all out-going correspondence to ensure accurate and professional responses.
 Monitor in-bound and out-bound calls to ensure that all CSRs adhere to the Call Quality guidelines.
 Resolves complex escalated problems by serving as a product/procedure expert for the team.
 Conduct monthly feedback sessions and consistently coach/develop employees with timely/constructive feedback and positive recognition.
 Take ownership and hold representatives accountable, while displaying a positive attitude and solid leadership skills.
 Identify training needs for individual representatives based on quality results and customer feedback.
 Ensure timely, accurate and consistent documentation of service issues and service successes.
 Acts as a liaison with other departments within the organization and interacts with staff when resolving complex issues.
Education/Experience
BA/BS Degree or equivalent experience
3-5 years customer service management experience
Previous experience of supporting a sales organization
Financial Services background is required
Skills/Knowledge
Fluent Spanish with a knowledge of Portuguese is required
Excellent organization and prioritization skills
Strong communication skills
Proven ability in decision making.
Demonstrated leadership skills
Proven ability to drive change, managing the business.
Flexibility to travel.
Apply Here
Mail: [email protected]
The Bi-lingual Customer Service Manager will have responsibility for the management and support of the Customer Service functions for Bermuda Operations. The manager will ensure high quality service to customers, firms, brokers and the Sun Life Bermuda sales team.
The teams hours of operation will require shift work from Monday - Friday so the successful candidate will need to be willing to work flexible hours.
Main Accountabilities
 Oversees the activities of the customer service department, ensuring that adequate resources and technical skills are available to service customers in accordance with Sun Life standards.
 Act as a liaison between Bermuda Operations Department and the Sales Organization.
 Ensures that all customer requests are handled within standard and to the highest quality standards.
 Establish controls to monitor all out-going correspondence to ensure accurate and professional responses.
 Monitor in-bound and out-bound calls to ensure that all CSRs adhere to the Call Quality guidelines.
 Resolves complex escalated problems by serving as a product/procedure expert for the team.
 Conduct monthly feedback sessions and consistently coach/develop employees with timely/constructive feedback and positive recognition.
 Take ownership and hold representatives accountable, while displaying a positive attitude and solid leadership skills.
 Identify training needs for individual representatives based on quality results and customer feedback.
 Ensure timely, accurate and consistent documentation of service issues and service successes.
 Acts as a liaison with other departments within the organization and interacts with staff when resolving complex issues.
Education/Experience
BA/BS Degree or equivalent experience
3-5 years customer service management experience
Previous experience of supporting a sales organization
Financial Services background is required
Skills/Knowledge
Fluent Spanish with a knowledge of Portuguese is required
Excellent organization and prioritization skills
Strong communication skills
Proven ability in decision making.
Demonstrated leadership skills
Proven ability to drive change, managing the business.
Flexibility to travel.
Apply Here
Mail: [email protected]
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