L Customer Support Representative

About the role

Aditi Consulting is looking for an L1 Customer Support Representative to join an international project with a client in the insurance industry. You’ll be the first point of contact for insurance customers, providing professional, empathetic, and compassionate support, including to individuals in highly sensitive and emotional situations. Communication, active listening, empathy, and a genuine desire to help others are more important than advanced technical knowledge.

Responsibilities

• Provide first-line customer support to insurance clients.
• Handle inquiries and straightforward issues professionally and empathetically.
• Listen actively and understand customer needs.
• Create, update, and manage support tickets; track incidents and standard service requests.
• Perform basic triage, determine next steps, resolve straightforward issues when possible, and escalate when necessary.
• Follow up on open tickets, support timely resolution, and keep customers informed about request status.
• Comply with established Service Level Agreements (SLAs) and work with metrics including FCR, AHT, CSAT, and ticket volume.
• Communicate updates proactively, anticipate potential issues, and provide a high level of care in sensitive situations.

Requirements

• Previous experience in customer service, customer support, a contact center, a call center, L1 support, or a similar customer-facing role.
• Intermediate experience managing basic tickets and resolving straightforward issues.
• Basic knowledge of incident tickets, standard service requests, and triage processes.
• Understanding of FCR, AHT, CSAT, ticket volume, and SLA compliance.
• Basic knowledge of Microsoft Excel and Word.
• Advanced to bilingual English proficiency, with excellent verbal...

Datos clave

• The role provides first-line customer support to insurance clients.
• The project is with a client in the insurance industry.
• Requirements include basic knowledge of Microsoft Excel and Word.
• Advanced to bilingual English proficiency is required.

Salario estimado

Salario estimado para servicio al cliente en Argentina: ARS 55.000 - 725.000 al mes, según 16 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.