Senior Business Support Associate - Customer Service (BPO)

Business Support Senior Assoc.

"At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. NTT DATA, Inc. currently seeks a “BPO Business Support Senior Associate” to join our team in “Chennai, India.”

We are looking for an outgoing Customer service associate to assist our customers with product inquiries in a swift, proficient, and friendly manner. The Customer service associate will be instrumental in addressing queries, concerns, and service issues, by communicating in a professional, positive manner. You will apply your multitasking skills by listening and responding to customer via Chat/Emails, navigating computers, documentation simultaneously. Should have the ability to swiftly gain customer confidence and trust.

To ensure success in this position you will have the ability to maintain a sound knowledge of products and services and be an effective communicator. Top candidates are detail-oriented, motivated, and have excellent people skills.

Position's General Duties and Tasks

We are looking for an outgoing Customer service associate to assist our customers with product inquiries in a swift, proficient, and friendly manner. The Customer service associate will be instrumental in addressing queries, concerns, and service issues, by communicating in a professional, positive manner. You will apply your multitasking skills by listening and responding to customer via Chat/Emails, navigating computers, documentation simultaneously. Should have the ability to swiftly gain customer confidence and trust.

To ensure success in this position you will have the ability to maintain a sound knowledge of products and services and be an effective communicator. Top candidates are detail-oriented, motivated, and have excellent people skills.

In these roles you will be responsible for:

Providing front-line Customer service to Policyholders, beneficiaries, agents, and internal customers via Chat/email.
Ensuring customer satisfaction and strive to meet service standards. Providing Outstanding customer service
Processing and logging incoming chats/emails into the CRM system. Identifying customer needs, Forwarding, and escalating inquiries to relevant individuals and departments. Communicating effectively and professionally with both internal and external customers to resolve questions and issues.Developing and maintaining a solid working knowledge of the insurance industry and of all products, services and processes performed by the team.
Collaborating with management or other team members as appropriate to proactively address service issues and concerns.
Analyse and clear inquiries of the Team and address it appropriately. Reaching out to various stakeholders for any further inquiry.
Coordinating training and mentoring activities for new team members.
Maintaining confidentiality of information.
Performing other duties as the need arises.
Required Skills for this role include:

Candidate should have a minimum of 2+ years’ experience in Chat support that required you to work regularly scheduled shifts.

Possesses excellent verbal and written communication skills
Proficient experience using a computer with Windows PC applications that required you to use a keyboard, navigate screens, and learn new software tools.
2+ months of experience in a role that required attention to detail, accuracy, and accountability for your work product. 2+ months of experience in a role that required you to communicate (verbal/written) effectively in a professional/office setting.

Typing speed of 35 wpm.

Ready to work in complete night shifts
Any 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 include:
Previous insurance industry experience that required knowledge of Life insurance and annuity policies where you handled interactions(chat/email) from customers inquiring about payments, policy information, or claims.

Required schedule availability for this position is Monday-Saturday (6.00 PM to 4.00 AM IST).  The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime basis business requirement."

Experience Level

Senior Level