Openings For Experienced chat and email support - NTT DATA

NTT DATA, Inc.; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

NTT DATA, Inc. is seeking a chat support professional to handle front-line customer inquiries via chat and email, delivering service to policyholders, beneficiaries, and agents. You will log interactions in the CRM, escalate when needed, and maintain confidentiality while working night shifts.

The role requires at least 2 years in chat support and proficiency with Windows and MS Office, with experience in Salesforce and other CRM tools. Strong communication skills are essential.

Qualifications

• 2+ years of chat support experience with regular night shifts.
• Typing speed of 35 wpm.
• Ready to work in complete night shifts.
• Any Graduation with English as a compulsory subject.

Responsibilities

• Provide front-line customer service to policyholders, beneficiaries, agents, and internal customers via chat/email.

Skills

Verbal communication

Written communication

Windows PC

MS Office

CRM tools

Salesforce

Attention to detail

Night shifts

Typing speed

Education

Any Graduation

Tools

Salesforce

CRM tools

Job description

In these roles you will be responsible for:

• 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 include:

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 include:

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.

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.