BPO Business Support Associate

• 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

• Minimum of 2+ years experience in Chat support that required you to work regularly scheduled shifts
• 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

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