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Senior Customer Support Analyst
Job description
Respond to customer enquiries and incidents with empathy, accuracy, and professionalism.
Manage BAU (business-as-usual) tasks efficiently, ensuring service levels are met.
Escalate complex issues appropriately and follow through to resolution.
Maintain compliance with regulatory standards and internal procedures.
Document interactions and outcomes clearly and accurately in service systems.
Shape
Required Skills & Experience
Experience in customer service, preferably within a regulated industry (e.g. financial services, insurance).
Strong communication skills in English, both written and verbal.
Ability to manage multiple tasks and priorities effectively.
Calm and composed when handling customer incidents or complaints.
Qualification
Interact with customers to provide accurate information and respond to inquiries related to Proactive services
Deliver professional and effective customer support, ensuring high levels of satisfaction
Guide insureds in understanding and mitigating risks associated with their coverage
Maintain detailed records of customer interactions, transactions, and feedback
Communicate confidently with clients and brokers, ensuring credibility and clarity
Provide feedback to improve the efficiency and effectiveness of customer service processes
Develop and maintain strong working relationships with internal Proactive teams
Skills and Abilities
Ability to work independently while also contributing to a collaborative team environment
Knowledge and Experience
Demonstrated experience in a customer service or customer-facing role is essential
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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