Insurance
Your practice track for Customer Service Representative
at Sun Life Philippines
What this interview covers
Interviewers for Customer Service Representative roles at Sun Life Philippines typically test across 4 areas:
Philippine-specific tips for this role
- ▸ 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: '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.'
- ▸ 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.'
All 4 questions in this set
Tell me about a time you resolved a difficult customer issue over the phone.
To assess if the candidate can handle emotional customers with empathy and follow through to resolution, which is critical in a financial services support role.
Why are you interested in a salaried Client Care Representative role at Sun Life, as opposed to a commission-based sales role? And how do you feel about working in a hybrid setup?
Ensures candidate understands the non-sales nature of the role and is genuinely interested in it long-term, and can adapt to hybrid work requirements.
Describe a situation where you had to manage multiple customer chats at the same time. How did you ensure quality was not compromised?
The role requires handling up to 3 concurrent chats; this checks if the candidate can maintain attention to detail and service quality under pressure.
Imagine you're in the middle of an active chat with a customer who has a complex query, and another customer sends an angry message in a different chat about an error on their account. How would you handle both?
Tests composure under pressure and ability to triage: showing empathy while protecting the customer's data and not dropping threads.