Business Support Associate

NTT DATA BUSINESS SOLUTIONS; Coimbatore District; On-site; INR 240,000 - 360,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Chennai, India, seeks a Customer Service Associate to assist customers with product inquiries in a swift, friendly manner. You will handle chats and emails, log interactions in the CRM, and coordinate with teams to resolve questions while maintaining confidentiality.

Ideal candidates have 2+ years of chat support, excellent English communication, proficiency with Windows and Salesforce, and are willing to work night shifts (6 PM–4 AM IST) Monday–Saturday.

Qualifications

• Minimum 2+ years' chat support experience.
• Excellent verbal and written communication skills.
• Proficient with Windows PC applications.
• 2+ months attention to detail and accountability.
• 2+ months professional communication experience.
• Typing speed at least 35 wpm.
• Ready to work in complete night shifts.
• Graduation with English as a compulsory subject.
• Ability to sit at a desk/remote for extended periods.
• Proficient with MS Office and Salesforce.
• Schedule: Mon-Saturday, 6.00 PM to 4.00 AM IST; overtime may be required.

Responsibilities

• Provide front-line customer service to policyholders, beneficiaries, agents, and internal customers via chat/email.
• Ensure customer satisfaction and strive to meet service standards.
• Process and log incoming chats/emails into the CRM system.
• Identify customer needs and escalate inquiries to relevant teams.
• Communicate professionally with internal and external customers to resolve questions.
• Develop and maintain knowledge of the insurance industry and products.
• Collaborate with management to address service issues.
• Analyze and clear inquiries, coordinating with stakeholders.
• Coordinate training and mentoring for new team members.
• Maintain confidentiality of information.
• Perform other duties as needed.

Skills

Chat support experience

Verbal communication

Written communication

CRM tools: Salesforce

MS Office

Attention to detail

Typing speed 35 wpm

Night shifts

English proficiency

Education

Graduation

Tools

Salesforce CRM

Windows OS

Job description

Job Summary

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. Location: Chennai, India.

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.
• Analyzing and clearing inquiries of the team and addressing them appropriately, reaching out to various stakeholders for further inquiry.
• Coordinating training and mentoring activities for new team members.
• Maintaining confidentiality of information.
• Performing other duties as the need arises.

Required Skills and Qualifications

• Candidate should have a minimum of 2+ years' experience 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.
• Schedule availability: Monday-Saturday (6.00 PM to 4.00 AM IST); shift timings may be changed per client requirements; overtime may be required.

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.