Senior Business Support Associate - Customer Service (BPO)

NTT DATA Global Delivery Services Ltd; Chennai; On-site; INR 400,000 - 600,000; Full time

Job summary

NTT DATA Global Delivery Services Ltd in Chennai, India, seeks a Senior BPO Customer Service Associate to handle product inquiries via chat and email in a fast, friendly manner.

You will address queries, resolve service issues, and maintain knowledge of products and policies, while meeting quality standards. The role requires night shifts, strong communication, and attention to detail, with opportunities to grow within a global team.

Qualifications

• Minimum 2+ years in chat support with night shifts.
• Excellent verbal and written communication skills.
• Proficient with Windows and MS Office; comfortable with new software tools.
• Typing speed of 35 wpm.
• Graduation with English as a compulsory subject.
• Ability to sit at a desk/remote for extended periods.
• Experience with Salesforce CRM.

Responsibilities

• Provide front-line customer service to policyholders, beneficiaries, agents, and internal customers via Chat/email.
• Resolve queries, concerns, and service issues with professional, positive communication.
• Log chats/emails into the CRM system and ensure accurate records.
• Identify customer needs and escalate inquiries to relevant departments.
• Maintain knowledge of products, services, and processes; collaborate with team members.
• Coordinate training and mentoring for new team members.
• Maintain confidentiality of information.
• Perform other duties as needed.

Skills

Chat support

Communication skills

MS Office

CRM tools

Salesforce

Typing 35 wpm

Night shifts

Attention to detail

English proficiency

Remote work ability

Education

Graduation with English as a compulsory subject

Tools

Salesforce

CRM software

Job description

Business Support Senior Assoc.

"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 Senior 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

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. 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.

Experience Level Senior Level