Senior Administrator responsible for client inquiries and service excellence at Sun Life. Managing a block of business administration and ensuring timely processing per service level standards.
About the role
- Administrative support for Managed Services Client Service Desk team. Involves coordinating service requests and maintaining documentation in a hybrid work setting.
Responsibilities
- Provides an administrative support service to the Managed Services Client Service Desk team
- Provides entry level administrative tasks as required by the team
- Ensure the correct escalation procedure is followed on all critical calls and requests
- May be responsible for receiving, validating, and logging client requests, capturing the detail of the request
- Assists with analyzing and interpreting escalation requests to ensure the correct categorization and prioritization
- Ensures all relevant documents related to the tickets / requests are maintained, including the client’s information
- Performs any other related task as required
Requirements
- High School Certification or diploma or equivalent
- Basic to moderate level experience in the Technology Industry and Call Centre environment
- Ambitious self-starter with the ability to work under general direction
- Ability to use sound judgment to escalate an issue to a higher level
- Displays a methodical approach to ticket resolution
- Demonstrates integrity to ensure excellent client service and retention
- Good attention to detail and client focused
- Strong and effective verbal and written communication skills
- Ability to work in 24X7 shift structure, based on a defined roster as required
Benefits
- Hybrid Working
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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