ABC Worldwide Sales and Service Associate

  • Company: ABC Worldwide
  • Location: Cape Town
  • Contract: Permanent
  • Job Type: Full Time


This role involves managing and exceeding sales of insurance policies within new and existing markets of Australia with a combination of providing excellent customer service. It would involve managing majorly inbound and very few outbound calls for customers to handle sales and service of high standards.

Duties & Responsibilities

Essential Functions

  • Handle majorly inbound and outbound (small ratio) sales calls for new and renewal of existing business. Ask the right questions to uncover customer needs with the view of generating a sale
  • Handle service enquiries from customers. Take steps to retain customers
  • Ensure customer advocacy scores are meeting or exceeding expectations
  • Maintain the AHT as per client specifications
  • Up-sell / Cross sell options by promoting benefits to the customer based on their needs
  • Maintain policies and change details as needed
  • Maintain accuracy of customer data
  • Handle customer concerns and objections
  • Adhere to underwriting guidelines
  • Adhere to compliance guidelines when conducting business with customers
  • Follow best practice procedures
  • Participate in weekly and monthly coaching

Primary Internal Interactions

  • AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support
  • Manager for the purpose of review, feedback, clarification and operations communication
  • Associates (peers) for the purpose of seeking cooperation & clarification on process-related matters
  • Subject Matter Expert / Trainer for the purpose of work related issues and escalated transactions
  • QCA for the purpose of feedback and audit

Primary External Interactions

  • Customers/Clients as per business requirements
  • Client SME/Trainers for training, coaching & mentoring
  • Exception/escalation teams at

Organizational Relationships

Reports To: Assistant Manager – Operations

Supervises: NA

Desired Experience & Qualification


Technical Skills

  • Good Computer navigation skills, keyboarding skills
  • Should be familiar with MS Office
  • CEF score of C1

Process Specific Skills

  • Excellent communication and convincing skills
  • Ability to increase sales while providing excellent customer service
  • Knowledge of the insurance industry in Australia is preferred

Soft skills/Aptitude

  • Self-discipline
  • Result driven
  • Adaptability
  • Customer Service
  • Ability to generate sales and cross sell

Soft Skills

  • Good telephonic & customer service etiquettes
  • “Customer first” approach to problem solving
  • Ability to understand and accept feedback on errors and use the learnings to avoid similar errors in future
  • Excellent communication skills
  • Good Inter-personal skills
  • Questioning, reasoning and convincing skills
  • Ability to multi task, prioritise and manage daily work activities

Education Requirements

Minimum of Matriculate or must have completed 12 years of education

Work Experience Requirements

0-2 years of experience in insurance, sales & service, handling voice and queries, etc. Preferred understanding of the Australian Insurance domain would be an added advantage

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