Customer Service Representative

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.
• 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.
• 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.
• Maintain accurate and complete records of all interactions, actions, and documents within the CRM system.
• Ensure proper categorization, status updates, and documentation of tickets.
• Identify recurring issues or inefficiencies in service processes and elevate 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.
• Identify and appropriately flag complaints in line with defined processes.
• Support intake and documentation of complaints, ensuring accurate and timely escalation.
• SLA Adherence: % of tickets meeting response and resolution SLAs
• 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