Sr. Client Care Representative - French Bilingual

About the role

Sun Life Global Solutions is seeking a senior, French‑bilingual client care representative to join its fast‑paced Client Care Centre. You will be the first point of contact for customers, handling inbound calls and live chat sessions in both English and French while delivering accurate, timely information.

Key responsibilities

• Answer inbound telephone calls in English and French, and manage up to three concurrent chat sessions.
• Assess customer needs, resolve inquiries, and provide product information while meeting productivity and quality targets.
• Navigate internal systems to track calls, gather data, and document resolutions.
• Monitor and follow up on customer requests to ensure issues are fully resolved.
• Maintain a positive, collaborative team environment and adapt to changing business demands.

Required profile

• Minimum of 1 year of inbound call‑center experience.
• Previous BPO experience in healthcare or insurance is preferred.
• Fluent in spoken and written English and French.
• Strong oral and written communication skills with a typing speed of at least 25 wpm and 95% accuracy.
• Customer‑centric attitude, empathy, and the ability to handle multiple interactions simultaneously.

Required skills

• Proficiency in using computer‑based call‑center and CRM systems.
• Ability to manage three concurrent chat sessions.