Senior Customer Support Analyst

Key Responsibilities

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.

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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.