Sales Customer Service Representative - Work from Home

Customer Service Representative

Respond to inbound phone queries and email ensuring all customers receive timely, professional assistance.

Triage queries, identify next steps, and direct enquiries to appropriate internal teams as required.

Confidently explain product features, benefits, inclusions, exclusions and pricing for multiple insurance products.

Manage both B2C and B2B queries, including brokers, agents, and veterinary clinic partners.

Assist customers in understanding policy features, exclusions, and claim requirements.

Escalate complex or high-value issues to the appropriate internal teams.

Manage outbound follow-ups to convert warm leads and incomplete applications into active sales.

Ensure all customer interactions, updates, and policy details are logged accurately within CRM systems.

Support inbound policy sales inquiries, providing accurate product comparisons and assisting with policy setup or renewals.

Handle post-sale enquiries, including activation, document delivery, and basic amendment requests.

Monitor recurring themes in customer queries to improve support documentation and reduce friction.

Receive and verify early-stage claim submissions, ensuring that required information is complete and correct.

Log, tag, and forward triaged claims to the Claims Processing team for further assessment.

Provide claim status updates and manage follow-up communications with customers.

Collaborate with team members to maintain a high standard of service delivery and sales performance.

Other position level duties as instructed during quieter periods of the shift.