Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Canada Post Representative delivering solutions and building trust with clients. Assisting customers via phone calls and live chat support in a remote role.
Responsibilities
- Provide first-class customer assistance via phone and chat for inquiries related to: delivery status, redirected mail, rates, and general service questions
- Manage multiple chats at once ensuring responses within service standards
- Handle incoming calls with professionalism, empathy, and a solution-focused attitude
- Accurately document customer interactions and follow processes while navigating multiple tools
- Adapt quickly to evolving customer needs and support requirements (calls, chat, or both depending on business demand).
Requirements
- Bilingualism (French/English)
- Typing speed of 40+ WPM with accuracy
- Available to work full-time, up to 40 hours per week: Monday to Friday, 7:00 am to 11:00 pm EST Saturday and Sunday, 9:00 am to 9:00 pm EST
- Reliable high-speed internet connection (minimum 25 MBPS)
- Dedicated, quiet workspace free of distractions
- Flexibility to work evenings and weekends
- Excellent communication skills – written and spoken – with the ability to de-escalate and resolve customer concerns
- Strong multitasking and problem-solving skills, with attention to detail
- Comfortable working under pressure in a fast-paced environment
- Previous customer service experience is an asset.
Benefits
- Premiums for weekend hours and bilingualism
- Fully-paid training and coaching program
- Work from home – equipment provided
- Full benefits package after six months, including: Medical, dental, life insurance, Enhanced RRSP contributions, Discounts on insurance
- Career progression opportunities to advanced roles as you gain experience.
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