Required Telecaller - Mumbai

Key Responsibilities:

1. Outbound Calling:

• Make outbound calls to existing or potential customers to promote ICICI Lombard s general insurance products (health, motor, travel, home, etc.).
• Follow up on leads generated through marketing campaigns, website inquiries, or partner referrals.
• Explain insurance product features, benefits, premium details, and policy terms in a clear and convincing manner.
• Encourage customers to renew their policies on time and offer cross-sell or upsell options based on customer profile.

2. Inbound Support:

• Handle incoming customer calls related to policy status, renewal processes, claims assistance, product inquiries, or grievances.
• Resolve basic queries and escalate complex cases to the appropriate department or supervisor.
• Provide accurate, relevant, and timely information to ensure customer satisfaction.

3. Data Management and Reporting:

• Update customer information and call logs accurately in the system or CRM software after each interaction.
• Maintain a database of contacts, follow-up schedules, and lead status.
• Submit daily/weekly call reports, lead conversion summaries, and other performance updates to the reporting manager.

4. Compliance and Quality:

• Adhere to company policies, IRDAI regulations, and telesales best practices while communicating with customers.
• Maintain high standards of call quality, politeness, and data confidentiality.
• Follow the script and guidelines provided by ICICI Lombard to ensure consistent and accurate messaging.

5. Sales and Conversion:

• Meet assigned targets for call volume, lead conversion, premium collection, and policy renewals.
• Identify customer needs and recommend the right insurance product accordingly.
• Persuade and convince customers using ethical sales techniques and value-based selling.

6. Team Collaboration:

• Coordinate with team members, sales executives, or backend operations for smooth policy processing and service delivery.
• Share insights from customer feedback, objections, or market trends with the team for continuous improvement.
• Participate in team meetings, training programs, and performance review sessions.