L Customer Support Representative

Aditi ConsultingReimagine your reality
We're looking for an L1 Customer Support Representative to join an international project with one of our clients in the Insurance industry.You'll be the first point of contact for insurance customers, providing professional, empathetic, and compassionate support, including assisting individuals who may be going through highly sensitive and emotional situations.This is a customer-focused opportunity where communication, active listening, empathy, and a genuine desire to help others are more important than advanced technical knowledge.
What You'll DoProvide first-line customer support to insurance clients.Handle customer inquiries and straightforward issues with professionalism and empathy.Listen actively to customers and understand their needs.Create, update, and manage support tickets.Track incidents and standard service requests.Perform basic triage and determine the appropriate next steps.Resolve straightforward issues whenever possible and escalate when necessary.Follow up on open tickets and ensure timely resolution.Keep customers informed about the status of their requests.Ensure compliance with established Service Level Agreements (SLAs).Work with customer service metrics such as FCR, AHT, CSAT, and ticket volume.Proactively communicate updates and anticipate potential issues.Provide a high level of customer care, particularly when handling sensitive situations.
Required QualificationsPrevious experience in Customer Service, Customer Support, Contact Center, Call Center, L1 Support, or a similar customer-facing role.Intermediate experience managing basic tickets and resolving straightforward issues.Basic knowledge of incident tickets and standard service requests.Basic understanding of triage processes.Understanding of customer support metrics, including FCR, AHT, CSAT, Ticket Volume, and SLA compliance.Basic knowledge of Microsoft Excel and Word.Advanced to bilingual English proficiency, with excellent verbal communication skills.Strong communication and active listening skills.High level of empathy and emotional intelligence.Ability to remain calm and professional when handling sensitive or high-stress situations.Strong punctuality, reliability, and commitment.Ability to communicate updates smoothly and proactively.Genuine interest in helping and supporting people.
Nice to HavePrevious experience in the Insurance industry.Experience supporting customers in sensitive or high-stress situations.Experience working with ticketing or customer support platforms.Experience in a service environment where SLA compliance and customer satisfaction are key performance indicators.
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