Customer Outreach Officer

3 weeks ago

Singapore ECICS LIMITED Full time
Roles & Responsibilities

About Us

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

As a Customer Outreach Officer (General Insurance) at ECICS LIMITED', you will play a vital role in providing exceptional customer service to our clients. This full-time position is based in the Paya Lebar East Region, where you will be responsible for efficiently handling enquiries, resolving customer issues, and promoting our general insurance products.

Roles & Responsibilities:

  • Conduct proactive outbound telesales activities to acquire new and renewal customers for our general insurance products.
  • Value-add and create sales urgency to customers for our General Insurance products – Primarily retail motor, commercial motor, maid insurance and other smaller lines of retail products.
  • Respond to customer queries professionally and facilitate resolution of problems while anticipating customers' needs in phone, email and chat.
  • Conduct verification checks on all existing customers as per company SOP and regulatory requirements.
  • Ensure service quality and professional service conduct including intermediaries support.
  • Ensure accuracy, customer information and complete documents are submitted.
  • Coordinate with other departments as and when required to onboard cases in a timely manner.
  • Compliance with established company policy procedures and guidelines.
  • Assist immediate supervisor to prepare any reports and ad-hoc initiatives to improve sales and service strategies.

Qualifications & Requirements:

a) Education

  • GCE O-Level / Diploma or equivalent
  • General Insurance certifications on BCP, PGI, and CommGI is Essential for this role
  • Candidates without insurance certificates may be considered and will need to pass all certs within 2 months.

b) Work Experience

  • Minimum 2 years of telesales experience
  • Familiar with general insurance personal lines products
  • Experience in call centre management and telephony tools.
  • Demonstrate sales ability and professional/technical knowledge of sales process and techniques.
  • Experience in working in a computerized environment.
  • High level of interpersonal skills at multiple levels.
  • Pleasant telephone voice.

c) Communication Skills

  • Effective oral and written communication skills to clearly express ideas over a phone call.
  • Employ consultative skills and techniques in negotiation; explore alternatives to reach outcomes that gain customer or staff acceptance.
  • Excellent customer service skills to identify and recognize customer and staff needs and meet those needs. Exceeding customer satisfaction is expected in all customer and staff interactions.
  • Effectively exploring alternatives and positions to reach outcomes (both internal and external); anticipating customer needs; giving high priority to customer satisfaction.
  • Fluent in oral and written expression of English and preferable another local language.
Tell employers what skills you have

Customer Service Skills
Negotiation
Telesales
Interpersonal Skills
Customer Information
Exceptional Customer Service
Sales Process
Telephony
Call Centre Management
General Insurance
Communication Skills
Written Expression
Customer Satisfaction
Regulatory Requirements
Customer Service

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