Customer Service Representative – VIP Service Desk

About the role

VUMI® is seeking a Customer Service Representative to join its VIP Service Desk. The role will be the primary point of contact for private and corporate clients and agents, handling service requests end‑to‑end through a ticket‑based system.

Key responsibilities

• Receive and log service requests via portal, app and email, ensuring complete and accurate information in the CRM.
• Validate customer and policy details, categorize and prioritize tickets according to SLA rules.
• Own each ticket from intake through resolution, providing timely responses and closing tickets efficiently.
• Communicate status, next steps and resolutions to customers and agents, managing expectations and escalating complex issues.
• Coordinate with internal teams such as Claims, Policy Administration, Finance and Investments to achieve timely resolutions.
• Monitor SLA compliance, follow up on pending tickets and contribute to process improvements during the start‑up phase of the Life & Investment Division.

Required profile

• Strong ownership and proactive communication skills.
• Ability to work independently while coordinating with multiple internal departments.
• Attention to detail and ability to manage multiple tickets simultaneously.

Required skills

• Experience with CRM systems.
• Familiarity with ticketing or service‑desk platforms.