Business Support Associate

As a BPO Business Support Associate at NTT DATA, your role involves providing front-line Customer service to Policyholders, beneficiaries, agents, and internal customers via Chat/email. Your main responsibility is to ensure customer satisfaction by addressing queries, concerns, and service issues in a professional and positive manner. You will be processing and logging incoming chats/emails, identifying customer needs, and escalating inquiries to relevant individuals and departments. It is essential to communicate effectively with both internal and external customers to resolve questions and issues promptly. Additionally, you will be required to maintain a solid working knowledge of the insurance industry, products, services, and team processes. 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, identify customer needs, and escalate inquiries - Communicate effectively with internal and external customers to resolve questions and issues - Develop and maintain a solid working knowledge of the insurance industry, products, services, and team processes - Collaborate with management or team members to address service issues proactively - Analyze and clear inquiries, reaching out to stakeholders as needed - Coordinate training and mentoring activities for new team members - Maintain confidentiality of information - Perform other duties as necessary Qualifications Required: - Minimum of 2+ years experience in Chat support with regular scheduled shifts - Excellent verbal and written communication skills - Proficient in using a computer with Windows PC applications, including keyboard navigation and software tools - Experience in roles requiring attention to detail, accuracy, and accountability - Ability to communicate effectively in a professional office setting - Typing speed of 35 wpm - Willingness to work in complete night shifts - 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: - Availability for Monday-Saturday shifts from 6.00 PM to 4.00 AM IST, with flexibility for overtime based on business requirements NTT DATA values the growth and development of its employees, ensuring a bright future for both the company and its staff. Join our team in Chennai, India, and be part of a company that prioritizes quality, integrity, and commitment in all aspects of its operations.,