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 the initial 2 months of employment.
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.
