ABC Worldwide Sales and Service Associate

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

Introduction

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

Skills

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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