Interview Prep

Your practice track for Customer Service Representative
at Sun Life Philippines

Entry levelJunior → Intermediate4 questions

What this interview covers

Interviewers for Customer Service Representative roles at Sun Life Philippines typically test across 4 areas:

BehavioralCommunicationTechnicalCultural Fit

▸ A common mistake is to say, 'Sorry po, ma'am, hindi ko po alam bakit ganyan, wait lang po ha.' Instead, say: 'I understand your concern, let me check your account and find out exactly what happened. One moment please.'
▸ Mistake: 'Wait lang po, marami po akong kausap.' Instead say: 'I'll be with you shortly. Let me pull up the information. Thank you for your patience.'
▸ Mistake: 'Naku, sir, marami po akong kausap, wait lang po talaga.' Instead: 'I appreciate your patience. I am currently assisting another customer, but I am already looking into your issue. I will give you my full attention in just a moment.'
▸ Mistake: 'Ok lang po, kasi mas madali support kaysa sales, tapos hybrid pa.' Instead: 'I find purpose in resolving client concerns thoroughly, and a fixed salary lets me focus on quality service. The hybrid model also shows Sun Life values work-life integration, which I believe boosts long-term commitment.'

Tell me about a time you resolved a difficult customer issue over the phone.

Describe a situation where you had to manage multiple customer chats at the same time. How did you ensure quality was not compromised?