Sales & Customer Care Representative

Our client, a well-established local company, is looking to recruit a Sales & Customer Care Representative to join their growing team, reporting to the Head of Department.

Responsibilities

• Be the first point of contact, and handle all communication with the clients through calls, emails, and walk-ins, promptly and professionally.
• Provide comprehensive product information and address client queries, whilst updating and amending client details promptly and accurately.
• Promote new products while considering the client's needs.
• Offer advice on the impacts of alterations to existing policies.
• Provide quotations for new policies and assist in completing necessary paperwork.
• Efficiently handle policy processes such as surrenders, maturities, death benefit payments, revisions, top-ups, switches, valuations, and premium payments.
• Address customer complaints received and seek resolution through established channels.
• Process customer requests by amending customer/policy records and issuing appropriate paperwork.
• Use discretionary authority, where delegated, to resolve serious customer relationship breakdowns through redress compensation.
• Provide excellent customer service to phone and email inquiries similar to walk-in customers.
• Verify the identity of customers in accordance with established procedures.
• Log all calls in a call centre database for record-keeping and follow-up purposes.
• Conduct proactive marketing of products and services, and surveys over the phone to gather feedback and insights.
• Actively follow up with clients whose policies are maturing to discuss reinvestment options.
• Assist with the receipt and processing of payments from walk-in customers.
• Conduct end-of-day reconciliation of cash and cheques.
• Collaborate with supporting departments, and propose improvements in performance and efficiency, including technology, software, and workflow enhancements, to enhance service quality and optimize processes. 

Requirements

• Strong command of English and Maltese, both written and verbal.
• Proficiency in Microsoft Office tools and familiarity with CRM systems.
• A minimum 1-2 years experience in sales.
• Able to work independently and part of a team.
• Experience in the insurance, financial services, or commercial sector will be considered an asset.

Benefits

• Health Insurance
• Gym Membership

Job Reference: IO300