Customer Service Representative

Description

Summary: The Client Service Specialist manages end-to-end customer and agent service requests through a ticket-based CRM system, supporting new service process implementation. Highlights: 1. Manage customer and agent service requests end-to-end 2. Primary point of contact for customers and agents 3. Support implementation of new service processes **ABOUT US** VUMI® is an international health insurance company offering exclusive major medical insurance products and VIP medical services to private and corporate clients worldwide. VUMI® products are designed to give you unique benefits and extensive global coverage. Most importantly, VUMI® gives you peace of mind – you’ll be covered at all times – anywhere in the world. VUMI® has operational offices around the world and employs more than 550 multinational professionals **POSITION SUMMARY** The **Client Service Specialist** is responsible for managing customer and agent service requests end\-to\-end through the VIPLI Service Desk, operating under a structured, ticket\-based model within the CRM system. This role serves as the primary point of contact for customers and agents, ensuring that all requests are accurately captured, validated, and resolved in a timely and professional manner in line with defined Service Level Agreements (SLAs). In the start\-up phase of the Life \& Investment Division, the role plays a key part in **supporting the implementation of new service processes**, ensuring consistent execution, and providing feedback on operational challenges and improvement opportunities. The position requires strong ownership of service requests, proactive communication, and effective coordination with internal teams (Claims, Policy Administration, Finance, Investments) to ensure timely resolution and a high\-quality customer experience. **ESSENTIAL FUNCTIONS** The essential functions include, but are not limited to the following:* **Ticket Intake \& Triage** * Receive and manage service requests via Portal, App, and Email channels. * Ensure all requests are properly logged in CRM with complete and accurate information. * Validate customer/agent details, policy information, and request completeness. * Identify and manage duplicate or incomplete requests, requesting additional information where needed. * Categorize and prioritize tickets in line with defined taxonomy and SLA rules. * **Case Management \& Resolution** * Own service requests end\-to\-end, from intake through resolution and closure. * Respond to customer and agent inquiries in a timely and professional manner. * Resolve straightforward queries directly where possible (e.g., information requests, document requests). * Coordinate with internal teams for requests requiring processing or specialized support. * Track progress of assigned tickets and ensure timely follow\-up and resolution. * **Customer \& Agent Communication** * Serve as the single point of contact for customers and agents throughout the lifecycle of the request. * Provide clear, accurate, and consistent communication regarding status, next steps, and resolution. * Manage expectations proactively, particularly in cases requiring longer processing times. * Escalate complex or sensitive issues to the Team Lead as required. * **SLA Adherence \& Follow\-Up** * Ensure all tickets are handled within defined response and resolution SLAs. * Monitor assigned tickets and proactively follow up with internal teams to prevent delays. * Prioritize workload effectively based on urgency and business impact. * **CRM \& Data Quality** * Maintain accurate and complete records of all interactions, actions, and documents within the CRM system. * Ensure proper categorization, status updates, and documentation of tickets. * **Support Continuous Improvement** * Identify recurring issues or inefficiencies in service processes and escalate to the Team Lead. * Provide feedback on customer and agent pain points to support process enhancements. * Contribute to maintaining and improving knowledge base materials and standard responses. * **Complaints Handling Support** * Identify and appropriately flag complaints in line with defined processes. * Support intake and documentation of complaints, ensuring accurate and timely escalation. **KEY PERFORMANCE INDICATORS (KPIs)*** **SLA Adherence:** % of tickets meeting response and resolution SLAs * **First Contact Resolution Rate** * **Ticket Quality:** Accuracy, completeness, and proper categorization * **Customer Satisfaction (CSAT / NPS)** * **Productivity:** Number of tickets handled * **Reopened Tickets %** **MINIMUM QUALIFICATIONS*** Post\-secondary education in Business, Finance, Insurance, or related field preferred, but not required. Relevant experience in customer service, operations, or financial services may be considered in lieu of formal education. * 2–5 years of experience in customer service, service desk, or operations roles, preferably within financial services or insurance. * Experience working in structured, SLA\-driven environments is preferred. * Familiarity with CRM systems (Salesforce or similar) is an advantage. * Strong communication, organization, and problem\-solving skills. * Ability to manage multiple tasks and priorities in a fast\-paced environment. * Fluency in Spanish is required. English proficiency is a strong plus. Portuguese language skills are preferred. **WORKING CONDITIONS** The following job\-related working conditions are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function. **WORK ENVIRONMENT** The role primarily operates in an in\-door, climate\-controlled office setting working in close proximity to others. Noise level in the work environment is low to moderate. Light level provides adequate brightness for reading, computer work, and other tasks without causing glare or strain. **PHYSICAL DEMANDS** The job primarily involves sedentary work with prolonged periods sitting at a desk. While performing the duties of this job, employees may occasionally be expected to:* exert up to 10 pounds of force and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. * operate standard office equipment such as copiers, computers, telephones, printers, etc. **TRAVEL** Minimal to no travel required **SAFETY HAZARD OF THE JOB** Minimal hazards, primarily ergonomic risks associated with prolonged computer use. **LEADERSHIP COMPETENCIES*** Customer\-Centric Mindset * Strong Communication Skills * Attention to Detail * Case Ownership \& Accountability * Problem Solving * Time Management \& Prioritization * Teamwork and collaboration, including cross\-functions * Adaptability in Start\-Up Environments **EEO STATEMENT***VUMI Group is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees.* **NOTE** This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job\-related instructions and to perform any other job\-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. The requirements listed in this job description are the minimum levels of knowledge, skills, or abilities necessary. This job positing does not create an employment contract, implied or otherwise, other than an “at will” relationship.