Telesales Executive

Key Responsibilities

Respond to customer inquiries via phone, email, chat or other channels in a professional, empathetic, and timely manner.

Provide accurate information about ICICI Lombard’s insurance products (motor, health, travel, home etc.), policy coverage, renewals, claims process, documentation and other processes.

Assist customers with policy servicing — updating details, renewing policies, clarifying policy terms and conditions.

Help customers through the claims process — explaining requirements, following up, clarifying delays or steps.

Escalate unresolved or complex customer complaints or issues to senior team members or relevant departments.

Maintain detailed, accurate records of customer interactions, transactions, feedback, complaints in CRM systems.

Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction, quality of communication.

Participate in training sessions to stay updated on product changes, internal policies, processes.

Collaborate with teams like Claims, Underwriting, Sales or Operations to ensure customer issues are resolved and processes are improved.