Customer Service & Sales Executive

Who we areGIG Gulf (a Fairfax company) is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 12 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 4.01 billion and $84 million net profit for the year 2024. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.GIG Gulf is an ‘A’ rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region’s digital insurer of reference, committed to running our operations in a responsible, sustainable way.Job purpose: Customer Service Executive and Contact Centre To provide exceptional support and assistance to customers by addressing inquiries, resolving issues, and ensuring a positive experience that fosters customer satisfaction and loyalty, while supporting the company’s products and services.To handle high volumes of inbound and outbound communications efficiently, delivering accurate information and solutions to customers, meeting performance targets, and contributing to overall customer retention and business growth.Key Responsibilities:1. Sales and Revenue GenerationIdentify and pursue new sales opportunities through leads, referrals, and cold calls.Meet or exceed sales targets by promoting products or services to prospective and existing customers.Negotiate pricing, terms, and contracts to close deals and ensure profitability.Manage end-to-end customer support including inquiries, renewals, cancellations, and policy updates.Research and develop a lead pipeline of potential clients, fostering long-term relationships.Provide customers with accurate and up-to-date information in line with company guidelines for each productConsistently promote the benefits of the company’s products to drive successful conversions.2. Customer Relationship ManagementRespond promptly and professionally to inbound calls, emails, and WhatsApp messages within the agreed turnaround time (TAT).Engage and persuade potential clients to participate in phone conversations or meetings to discuss suitable insurance products and services.Build and maintain strong relationships with clients to encourage repeat business and customer loyalty.Address customer queries and resolve complaints in a timely and professional manner.Follow up with customers post-sale to ensure satisfaction and identify upselling or cross-selling opportunities.Deliver professional service to all clients, aiming to secure positive NSP and Google review feedback3. Reporting and Market AnalysisMaintain accurate records of sales activities, customer interactions, and pipeline status in CRM systems.Provide regular sales reports to management including forecasts and performance metrics.Analyze market trends and customers’ needs to adapt sales strategies accordinglyOperational & Technical Responsibilities:Record daily footfall, generate leads, and consistently follow up on all opportunities and prospects to enhance conversion rates.Identify and escalate any risks beyond personal authority limits to the relevant manager.Meet the sales targets and KPIs for both inbound and outbound calls as set by the manager.Maintain the productivity levels as prescribed by the manager.Ensure high-quality standards are upheld by accurately gathering customer information for quotations, policy changes, and renewals.Adhere strictly to shift schedules as directed by the manager.Communicate customer feedback and suggestions to management for ongoing review and improvement.Follow up on renewals within the agreed turnaround time (TAT), updating renewal status with accurate reasons.Support colleagues by sharing knowledge, best practices, and skills, and assist during short-term resource shortages to ensure smooth, quality service for both internal and external GIG customers.Perform any additional duties as required to support operations.Promptly address or escalate inquiries and feedback related to other insurance products to the appropriate departmentEssential Requirements:Prior experience in customer service, retail, or a related field (usually 1-2 years preferred)Excellent verbal and written communication skills.Ability to communicate clearly and professionally with customersResilient spirit and a persistent natureImpeccable interpersonal skills, patience, empathy, and a customer-centric attitudeStrong problem-solving and conflict resolution skillsWell organized with great management abilitiesAbility to work under pressure and handle multiple tasks simultaneouslyMultitasking skillsAbility to upsell or cross-sell products and services as part of customer interactionAbility to work well within a team environment and collaborate with other departments