Customer Service Specialist

About the Role:

We are looking for a dynamic and results-driven Telesales to serve our insurance agency client as the primary voice of their brand. This is a dual-function role that combines proactive outbound sales with high-touch inbound customer support. You will be responsible for driving revenue growth through new business acquisition, policy renewals, and cross-selling innovative products, while also delivering a seamless and empathetic customer experience.

The ideal candidate thrives in a target-driven environment, possesses excellent communication skills, and is adept at building trust with customers during every interaction. You will be comfortable working across multiple systems, generating accurate quotations, and contributing to the overall efficiency of our sales and service workflows.

KEY RESPONSIBILITIES

1. Sales & Revenue Generation

• New Business Lead Conversion: Follow up on warm leads from marketing campaigns to convert inquiries into active sales.
• Renewals Management: Proactively engage with existing customers prior to policy or membership expiration to secure timely renewals.
• Cross-Selling & Upselling: Identify opportunities to introduce existing clients to new products, such as specialized excess insurance or upgraded service tiers, to maximize lifetime customer value.
• Target Achievement: Consistently meet or exceed monthly KPIs, including Gross Written Premium (GWP) targets and call volume metrics.

2. Customer Service & Support

• Inbound Inquiry Handling: Serve as the first point of contact for customer queries regarding benefits, coverage details, and service troubleshooting.
• Issue Resolution: Address customer concerns professionally and promptly, de-escalating conflicts and ensuring high levels of satisfaction.
• Administrative Accuracy: Perform routine verifications (e.g., No Claim Discount checks), generate accurate quotations, and guide customers through onboarding or renewal processes.

3. Workflow & CRM Management

• Data Integrity: Accurately log all customer interactions, sales progress, and updated contact details within the CRM system.
• Process Improvement: Collaborate with management to identify bottlenecks in sales or service pipelines and recommend improvements to automated workflows.

QUALIFICATIONS & REQUIREMENTS

• Experience: Minimum 1 years in a hybrid telesales, telemarketing, or customer service role, preferably within insurance, automotive, or membership association sectors.
• Certifications (Advantageous): BCP, PGI, or ComGI certifications are highly regarded.
• Communication: Exceptional verbal and written English; ability to present complex product information simply and persuasively over the phone.
• Technical Proficiency: Comfortable using CRM platforms, quotation engines, and adaptable to new administrative tools.
• Personal Attributes: Resilient, detail-oriented, and able to balance ambitious sales goals with genuine customer care.

COMPENSATION & BENEFITS

• Base Salary: RM 3500-4500 per month
• Commission Structure: Performance-based incentives tied to new business, renewals, and cross-selling achievements.
• Benefits:
• Annual Leave
• Medical Benefits
• [Add any other perks, e.g., EPF, SOCSO, EIS, Training Opportunities]