Business Support Analyst

At NTT DATA, we believe that having the right individuals in our team can make anything possible. The quality, integrity, and dedication of our employees play a vital role in the growth and success of our company. By investing in our people's professional and personal development, we not only secure a promising future for NTT DATA but also for our valued employees. We are currently seeking a Business Support Senior Associate to join our team in Coimbatore. As a Business Support Senior Associate at NTT DATA, you will be responsible for providing exceptional customer service to policyholders, beneficiaries, agents, and internal customers through chat and email communications. Your role will involve addressing inquiries, concerns, and service issues promptly and professionally, ensuring customer satisfaction and maintaining service standards. Key Responsibilities: - Interacting with customers via chat/email to address their queries and concerns. - Processing and documenting incoming chats/emails in the CRM system. - Identifying customer needs and escalating inquiries to the relevant departments. - Collaborating with team members and management to proactively resolve service issues. - Maintaining a solid understanding of the insurance industry, products, and services. - Conducting training and mentoring for new team members. - Upholding confidentiality of information and performing additional duties as required. Qualifications and Skills: - Minimum 3-5 years of experience in voice/chat support with scheduled shifts. - Excellent verbal and written communication skills. - Proficiency in using Windows PC applications, keyboard navigation, and new software tools. - Strong attention to detail, accuracy, and accountability in work. - Effective communication skills in a professional office setting. - Typing speed of 35 wpm. - Willingness to work night shifts and have a graduation degree with English as a compulsory subject. - Ability to work at a desk/remote location for extended periods. - Proficiency in MS Office suites and CRM tools like Salesforce. Preferred Schedule: - Monday-Saturday (6.00 PM to 4.00 AM IST) with flexibility for shift changes and overtime as per business requirements.,