Business Support Analyst

You will be joining NTT DATA, Inc. as a Business Support Senior Associate in Chennai or Coimbatore. Your role will involve providing front-line customer service to policyholders, beneficiaries, agents, and internal customers via chat/email. You will be responsible for ensuring customer satisfaction, processing and logging incoming chats/emails, identifying customer needs, and escalating inquiries to relevant departments. Additionally, you will collaborate with management and team members, analyze inquiries, coordinate training for new members, and maintain information confidentiality. Other duties may be assigned as needed. Key Responsibilities: - Provide front-line customer service via chat/email to policyholders, beneficiaries, agents, and internal customers. - Ensure customer satisfaction and strive to meet service standards. - Process and log incoming chats/emails into the CRM system. - Identify customer needs and escalate inquiries to relevant individuals and departments. - Communicate effectively and professionally to resolve questions and issues. - Develop a solid working knowledge of the insurance industry, products, services, and team processes. - Collaborate with management and team members to address service issues proactively. - Analyze and clear inquiries, reaching out to stakeholders as necessary. - Coordinate training and mentoring for new team members. - Maintain confidentiality of information. - Perform other duties as required. Qualifications Required: - 3-5 years of experience in voice/chat support with regular shifts. - Excellent verbal and written communication skills. - Proficient in using Windows PC applications, including keyboard use and navigation. - Experience with attention to detail, accuracy, and accountability in work. - Effective communication in a professional/office setting. - Typing speed of 35 wpm. - Willingness to work night shifts. - Graduation with English as a compulsory subject. - Ability to sit for extended periods. - Proficiency in MS Office suites and CRM tools like Salesforce. Preferred Skills: - Availability for Monday-Saturday shifts from 6.00 PM to 4.00 AM IST, with possible overtime as needed based on business requirements.,