Business Support Analyst

At NTT DATA, we believe that the right team can achieve anything. The dedication, honesty, and commitment of our staff are pivotal to our company's progress, market reputation, and our capacity to keep our clients ahead of the curve. Through recruiting top talent and fostering their professional and personal growth, we secure a promising future for both NTT DATA and our employees. We are currently seeking a Business Support Senior Associate to join our team in Coimbatore. As a Customer Service Associate, you will play a crucial role in assisting customers with product inquiries in a prompt, efficient, and amiable manner. Your responsibilities will include addressing queries, concerns, and service issues by maintaining a positive and professional communication approach. Utilizing your multitasking abilities, you will engage with customers via Chat/Emails, operate computer systems, and handle documentation concurrently while swiftly building customer trust. To excel in this role, you must possess a thorough understanding of our products and services and exhibit strong communication skills. Ideal candidates are detail-oriented, self-motivated, and possess excellent interpersonal abilities. Key responsibilities will include: - Providing frontline customer service to Policyholders, beneficiaries, agents, and internal customers through Chat/email platforms. - Ensuring customer satisfaction and striving to uphold service standards by delivering outstanding customer service. - Logging and processing incoming chats/emails into the CRM system. - Identifying customer needs and directing inquiries to the appropriate individuals or departments. - Communicating professionally with both internal and external customers to resolve queries and issues effectively. - Developing a comprehensive understanding of the insurance industry, team processes, products, and services. - Collaborating with management and team members to proactively address service concerns and issues. - Analyzing and resolving team inquiries, coordinating with stakeholders when necessary. - Conducting training and mentoring sessions for new team members. - Maintaining the confidentiality of sensitive information. - Performing additional duties as required. Key Skills for this role include: - Minimum 3-5 years of experience in Voice/Chat support with regular shift schedules. - Excellent verbal and written communication skills. - Proficient in Windows PC applications, keyboard usage, screen navigation, and software tools. - Demonstrated attention to detail, accuracy, and accountability in work. - Effective oral and written communication in a professional office setting. - Typing speed of 35 words per minute. - Willingness to work complete night shifts. - Graduation with English as a mandatory subject. - Ability to work at a desk/remote location for extended periods. - Proficiency in MS Office suites and leading CRM tools like Salesforce. Preferred Skills: The required schedule availability for this position is Monday-Saturday (6.00 PM to 4.00 AM IST) with flexibility based on client needs. Overtime may be required based on business demands. (Note: Shift timings and availability requirements may be subject to change.),