Customer Service Support Assistant ( CFC )

About IGT1 Lanka

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company.

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

With a team of over 300 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.
 

About the client: CFC

CFC is a specialist insurance provider, pioneer in emerging risk and market leader in cyber. Our global insurance platform uses cutting-edge technology and data science to deliver smarter, faster underwriting and protect customers from today’s most critical business risks.

Headquartered in London with offices across Europe, USA and Australia, CFC has over 1000 employees and is trusted by more than 150,000 businesses in 90 countries. Learn more at cfc.com and LinkedIn.

About the role:

We are looking for a Customer Services Assistant to join our Proactive Customer Service team. The primary responsibility of the customer service team is to manage and support Proactive customers using the Response app globally. Additionally, the team supports related requests from within the business, helping to address questions or resolve security-related matters. 

As a Customer Support Assistant, you will provide support across our CFC policyholder portfolio, primarily focusing on supporting users of our award-winning CFC app. Additionally, you will assist the wider Proactive team with various ad-hoc, and administrative tasks related to the complexities and technical aspects of our services. 

This role requires a detailed appreciation of customer services, as well as the soft skills necessary to help end insureds/clients understand and resolve support-related matters. 

This role is ideal for someone already working in customer services who is looking to work within the cybersecurity space and is eager to take their knowledge and experience to the global stage

 Key Responsibilities:

• Interact with customers to provide information in response to inquiries about Proactive
• Ensure customer satisfaction and provide professional customer support.
• Provide support and guidance to insureds to understand and mitigate respective risks.
• Keeping records of customer interactions, transactions and comments.
• Excellent communication skills and capable of credibly speaking to clients and brokers.
• Provide feedback on the efficiency of the customer service process.
• Foster strong relationships with the wider Proactive team.

• Experience in a customer service/customer facing role is critical
• Proven experience in customer service is mandatory, (1 – 2 years of experience)
• Ability to work independently and as part of a team
• Excellent English communication skills, both written and verbal.
• Bachelor's degree preferred.
• Working on 24/7 shift hours

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.