Career Opportunities: Customer Service Representative-Call Centre (62019)

Requisition ID 62019 - Posted  - Barbados - Administrative / Clerical - Job Posting Location(s) (1)

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Applications are invited for the position of Customer Service Representative- Call Centre, Grade 2, in the Direct Sales & Support Services Department at Sagicor General Insurance Inc.

JOB SUMMARY

The Customer Experience Representative- Call Centre is responsible for acting as a liaison between customers and the Company and sells and services new and existing accounts. The job holder assists with the handling and resolution of complaints, orders, errors, account questions, billing, cancelations, and other queries.

KEY DUTIES AND RESPONSIBLITIES

Underwriting Execution

1. Ensures that customer’s business is incepted in an efficient, customer-centric way.
2. Handles changes in policies or renewals (i.e. endorsements).
3. Achieves individual targets for new business and retention and utilizes upselling and cross-selling opportunities.
4. Prudently adheres to established underwriting guidelines.
5. Reviews insurance proposals and collects all pertinent information for the complete assessment of the risks.
6. Prepares quotations and relies on sound negotiation skills to attract and retain customers.

Customer Relations

1. Resolves customer queries via phone, email, mail, or social media.
2. Takes payment information and other pertinent information such as addresses and phone numbers.
3. Builds sustainable relationships and trust with customers and colleagues through open and interactive communication.
4. Adheres to customer experience procedures, guidelines and policies.
5. Partners with customers to recommend products based on customer needs and guides customers in the selection of appropriate payment plans.
6. Participates in off-site product promotions and assists in any marketing projects and incentive competitions designed to increase sales and customer awareness.
7. Enhances the organisation’s reputation by accepting ownership for accomplishing all requests.
8. Manages customer complaints by capturing the relevant information and seeking ways to resolve complaints.
9. Updates and enters customer information into the system to ensure compliance with KYC protocols.
10. Maintains and improves service level requirements by following established procedures related to log-outs, call wait, call quality etc.
11. Answers queries on account balances and minimizes the number of customer touch points, ensuring the customer receives all relevant information in a timely manner.
12. Participates in targeted customer retention activities inclusive of making birthday calls and extending special wishes.
13. Logs all queries, requests, and quotes in software programmes including Footprints.
14. Enhances organization reputation by accepting ownership for accomplishing all requests.
15. Must be able to work a 11:30 a.m. to 8:00 p.m. shift on a rotation basis.
16. Performs any other duties as assigned.

KNOWLEDGE & SKILLS REQUIRED

Education and Experience

•    A minimum of 5 CXCs inclusive of English A and Mathematics.
•    CVQ Level 2 would be an asset. 

•    General insurance knowledge and qualification would be an asset.
•    Qualification in the Certificate of Proficiency and/or the Barbados Diploma in

Insurance would be an asset.
•    Knowledge of GIMS is not necessary but would be an asset.
•    Customer focused.
•    Exceptional interpersonal skills with a friendly and professional demeanor.
•    Highly organized with strong multi-tasking abilities.

Interested and qualified persons are invited to submit their applications via the online career portal on our website by Thursday, May 14, 2026.

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