L1 Customer Support Representative

Aditi Consulting; Municipio de Rincón de los Sauces; Presencial; ARS 781.000 - 1.116.000; Jornada completa

Descripción de la vacante

Aditi Consulting is seeking an L1 Customer Support Representative to join an international insurance project. You will be the first contact for insurance clients, providing empathetic, professional support and handling sensitive situations with care.

Responsibilities include managing support tickets, triage, and ensuring timely resolution while maintaining SLA compliance and customer satisfaction metrics. Strong English communication and active listening are essential.

Formación

• Experience in Customer Service/Support roles (L1/L0) or similar customer-facing role.
• Experience managing basic tickets and resolving straightforward issues.
• Understanding of incident tickets and standard service requests.
• Understanding of triage processes.
• Knowledge of customer support metrics (FCR, AHT, CSAT, Ticket Volume, SLA).
• Proficiency with Microsoft Excel and Word.

Responsabilidades

• Provide first-line customer support to insurance clients.
• Handle 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 next steps.
• Resolve straightforward issues or escalate as needed.
• Follow up on open tickets and ensure timely resolution.
• Keep customers informed about ticket status.
• Ensure SLA compliance.
• Work with metrics such as FCR, AHT, CSAT, and ticket volume.

Conocimientos

Customer Service

Active listening

Empathy

Communication skills

Bilingual English

Ticketing

SLA compliance

Excel

Word

Herramientas

Microsoft Excel

Microsoft Word

Descripción del empleo

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 Do

• Provide 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 Qualifications

• Previous 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 Have

• Previous 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.