The Sales Customer Service Representative is a vital member of the front-line team responsible for handling inbound and outbound enquiries across phone and email for insurance products.
This role is key to delivering exceptional service, managing multi-product enquiries, and guiding prospective clients through the end-to-end sales process. The ideal candidate will possess a confident sales mindset, exceptional communication skills, and the ability to handle complex queries across multiple insurance offerings, while triaging and directing queries to relevant internal teams when needed
Description
- Respond to inbound enquiries across phone and email, ensuring all customers receive timely, professional assistance.
- Triage queries, identify next steps, and direct enquiries to appropriate internal teams as required.
- Confidently explain product features, benefits, inclusions, exclusions, and pricing for the primary brand and other insurance products.
- Qualify prospects by asking targeted questions and guide them through the sales process from enquiry to policy confirmation.
- Manage outbound follow-ups to convert warm leads and incomplete applications into active sales.
- Ensure all customer interactions, updates, and policy details are logged accurately within CRM systems.
- Handle post-sale enquiries, including activation, document delivery, and basic amendment requests.
- Monitor recurring themes in customer queries to improve support documentation and reduce friction.
- Collaborate with team members to maintain a high standard of service delivery and sales performance.
- Other position-level duties as instructed during quieter periods of the shift.
