Business Support Associate

As a BPO Business Support Associate at NTT DATA, your role involves assisting customers with product inquiries in a swift, proficient, and friendly manner. You will address queries, concerns, and service issues via Chat/Emails while maintaining a professional and positive communication style. Your multitasking skills will be crucial as you listen and respond to customers, navigate computers, and handle documentation simultaneously. Building customer confidence and trust will be key in this role. Key Responsibilities: - Provide front-line Customer service to Policyholders, beneficiaries, agents, and internal customers via Chat/email. - Ensure customer satisfaction and strive to meet service standards, delivering outstanding customer service. - Process and log incoming chats/emails into the CRM system, identifying customer needs and escalating inquiries to relevant individuals and departments. - Communicate effectively with both 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 proactively address service issues and concerns. - Analyze and clear inquiries, reaching out to various stakeholders for further information. - Coordinate training and mentoring activities for new team members. - Maintain confidentiality of information. - Perform other duties as required. Qualifications Required: - Minimum 2+ years of experience in Chat support with regularly scheduled shifts. - Excellent verbal and written communication skills. - Proficient in using a computer with Windows PC applications, including keyboard navigation and learning new software tools. - Experience in roles requiring attention to detail, accuracy, and accountability. - Proficiency in communicating effectively in a professional/office setting. - Typing speed of 35 wpm. - Willingness to work complete night shifts. - Graduation with English as a compulsory subject. - Ability to sit at a desk/remote for extended periods. - Proficiency in MS Office suites and leading CRM tools like Salesforce. Preferred Skills: - Scheduled availability from Monday to Saturday (6.00 PM to 4.00 AM IST) with flexibility for overtime as per business requirements.,