Customer Outreach Officer

2 weeks ago

Singapore ECICS LIMITED Full time

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
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