Customer Outreach Officer (General Insurance Telesales)

ECICS LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

ECICS LIMITED is seeking a Customer Outreach Officer to enhance its general insurance sales through exceptional customer service. This role involves conducting telesales, resolving customer inquiries, and contributing to the overall customer experience. Candidates should possess relevant insurance certifications and have substantial experience in telesales and customer relations.

Qualifications

• At least 2 years of telesales experience.
• Knowledge of general insurance personal lines products.
• Proven sales ability and technical knowledge of sales processes.

Responsibilities

• Conduct outbound telesales activities to acquire new and renewal customers.
• Respond to customer queries via phone, email, and chat.
• Assist supervisors in preparing reports and initiatives.

Skills

Sales Ability

Customer Service

Communication Skills

Interpersonal Skills

Education

GCE O-Level / Diploma or equivalent

General Insurance certifications (BCP, PGI, CommGI)

Tools

Telephony tools

Job description

About Us

ECICS LIMITED is a leading provider of general insurance solutions in Singapore. With a focus on customer service and innovation, we aim to offer tailored insurance products and exceptional support. As a dynamic organisation, we are committed to the development of our employees and business growth.

Position: Customer Outreach Officer (General Insurance)

This full-time role is based in the Paya Lebar East Region. You will handle enquiries, resolve customer issues, and promote our general insurance products, playing a vital role in delivering exceptional customer service.

Roles & Responsibilities:

• Conduct outbound telesales activities to acquire new and renewal customers for our general insurance products.
• Create sales urgency and add value to customers for our retail motor, commercial motor, maid insurance, and other retail lines.
• Respond professionally to customer queries via phone, email, and chat, facilitating resolution and anticipating needs.
• Perform verification checks on all existing customers as per SOP and regulatory requirements.
• Maintain service quality and professional conduct, including support for intermediaries.
• Ensure accuracy of customer information and complete documentation.
• Coordinate with other departments for timely onboarding of cases.
• Follow company policies, procedures, and guidelines.
• Assist supervisors in preparing reports and initiatives to improve sales and service strategies.

Qualifications & Requirements:

a) Education

• GCE O-Level / Diploma or equivalent
• General Insurance certifications such as BCP, PGI, and CommGI are essential. Candidates without these certificates may be considered if they pass all certifications within 2 months.

b) Work Experience

• At least 2 years of telesales experience
• Knowledge of general insurance personal lines products
• Experience managing call centres and using telephony tools
• Proven sales ability and technical knowledge of sales processes
• Experience working in a computerized environment
• Strong interpersonal skills across multiple levels
• Pleasant telephone manner

c) Communication Skills

• Effective oral and written communication skills in English; proficiency in another local language is preferred
• Consultative negotiation skills to explore alternatives and reach mutually acceptable outcomes
• Excellent customer service skills, with a focus on exceeding customer expectations
• Ability to explore alternatives, anticipate needs, and prioritize customer satisfaction