Business Support Associate - Customer Service (Insurance Chat Support, Night Shift)

NTT DATA Global Delivery Services Ltd; Coimbatore District; Presencial; INR 280.000 - 360.000; Jornada completa

Descripción de la vacante

NTT DATA Global Delivery Services Ltd in Chennai, India, seeks a BPO Business Support Associate to handle front-line customer service via chat and email, ensure quality support, and maintain CRM records.

You will respond to queries, log interactions, escalate when needed, and help policyholders and internal customers with product information while upholding confidentiality and service standards.

Formación

• Minimum 2+ years’ experience in chat support with regular night shifts.
• Excellent verbal and written communication skills in English.
• Typing speed of 35 wpm.
• Proficiency with MS Office and CRM tools such as Salesforce.
• Graduated with English as a compulsory subject.

Responsabilidades

• Provide front-line customer service via chat and email to policyholders, beneficiaries, and internal customers.
• Ensure customer satisfaction and meet service standards; log chats/emails into CRM.
• Identify needs, escalate inquiries, and maintain knowledge of products and services.
• Maintain confidentiality and support training for new team members.

Conocimientos

Chat support experience

Verbal & written communication

Typing speed 35 wpm

Night shift ready

English as compulsory subject

Educación

Any Graduation

Herramientas

MS Office

Salesforce CRM

Descripción del empleo

Business Support Associate \"At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. 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.

Position's General Duties and Tasks

• 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.

Required Skills for this role

• 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.

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.

Experience Level Mid Level