Business Support Associate

NTT DATA BUSINESS SOLUTIONS; Chennai District; On-site; INR 240,000 - 420,000; Full time

Job summary

NTT DATA, Inc. in Chennai, India, seeks a BPO Business Support Associate to handle customer inquiries via chat and email, delivering swift, professional service to policyholders and internal customers.

You will log interactions in the CRM, resolve issues, and escalate when needed, while maintaining confidentiality and product knowledge. The role requires good English, MS Office and Salesforce experience, and readiness for night shifts; graduation with English compulsory.

Qualifications

• 2+ years experience in chat support with night shifts.
• Excellent verbal and written communication skills
• Proficient with Windows PC applications and MS Office
• 2+ months experience with attention to detail and accountability
• 2+ months experience communicating in a professional office setting
• Typing speed of 35 wpm
• Ready to work in complete night shifts
• Bachelor's degree with English as a compulsory subject

Responsibilities

• Providing front-line customer service to policyholders, beneficiaries, agents, and internal customers via Chat/email.
• Ensuring customer satisfaction and meeting service standards.
• Processing and logging incoming chats/emails into the CRM system.
• Identifying customer needs and escalating inquiries to relevant teams.
• Communicating effectively with internal and external customers to resolve questions and issues.
• Maintaining knowledge of insurance products, services and processes.
• Collaborating with management to address service issues.
• Analyzing and clearing inquiries and coordinating with stakeholders.
• Coordinating training and mentoring for new team members.
• Maintaining confidentiality of information.
• Performing other duties as needed.

Skills

Chat support

Verbal communication

Written communication

Typing 35 wpm

Night shifts

MS Office

Salesforce CRM

Education

Graduation with English as compulsory subject

Tools

Windows OS

Salesforce CRM

Job description

Job Summary

NTT DATA, Inc. currently seeks a BPO Business Support Associate to join our team in Chennai, India.

We are looking for an outgoing Customer service associate to assist our customers with product inquiries in a swift, proficient, and friendly manner. The Customer service associate will be instrumental in addressing queries, concerns, and service issues, by communicating in a professional, positive manner. You will apply your multitasking skills by listening and responding to customer via Chat/Emails, navigating computers, documentation simultaneously. Should have the ability to swiftly gain customer confidence and trust.

To ensure success in this position you will have the ability to maintain a sound knowledge of products and services and be an effective communicator. Top candidates are detail-oriented, motivated, and have excellent people skills.

Responsibilities

• Providing front-line Customer service to Policyholders, beneficiaries, agents, and internal customers via Chat/email.
• Ensuring customer satisfaction and strive to meet service standards. Providing Outstanding customer service
• Processing and logging incoming chats/emails into the CRM system.
• Identifying customer needs, Forwarding, and escalating inquiries to relevant individuals and departments.
• Communicating effectively and professionally with both internal and external customers to resolve questions and issues.
• Developing and maintaining a solid working knowledge of the insurance industry and of all products, services and processes performed by the team.
• Collaborating with management or other team members as appropriate to proactively address service issues and concerns.
• Analyse and clear inquiries of the Team and address it appropriately. Reaching out to various stakeholders for any further inquiry.
• Coordinating training and mentoring activities for new team members.
• Maintaining confidentiality of information.
• Performing other duties as the need arises.

Requirements

• Candidate should have a minimum of 2+ yearsexperience in Chat support that required you to work regularly scheduled shifts.
• Possesses excellent verbal and written communication skills
• Proficient experience using a computer with Windows PC applications that required you to use a keyboard, navigate screens, and learn new software tools.
• 2+ months of experience in a role that required attention to detail, accuracy, and accountability for your work product.
• 2+ months of experience in a role that required you to communicate (verbal/written) effectively in a professional/office setting.
• Typing speed of 35 wpm.
• Ready to work in complete night shifts
• Any Graduation with English as a compulsory subject.
• Ability to sit at a desk/remote for extended periods.
• Proficient with MS Office suites and leading CRM tools such as Salesforce

Preferred Skills

• Previous insurance industry experience that required knowledge of Life insurance and annuity policies where you handled interactions(chat/email) from customers inquiring about payments, policy information, or claims.

Schedule

Required schedule availability for this position is Monday-Saturday (6.00 PM to 4.00 AM IST). The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime basis business requirement.