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NTT DATA Logo NTT DATA · Customer Service

Business Support Senior Associate

India, Chennai · Job Posted January 24, 2026
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Job Description

The Business Support Senior Associate at NTT DATA is responsible for delivering exceptional customer service through chat and email interactions. The role involves assisting customers with product inquiries in a swift, proficient, and friendly manner, addressing queries, concerns, and service issues. The associate will apply multitasking skills by listening and responding to customers via Chat/Emails while navigating computers and documentation simultaneously.

Job Responsibility

  • Providing front-line Customer service to Policyholders, beneficiaries, agents, and internal customers via Chat/email
  • Ensuring customer satisfaction and meeting service standards
  • 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 to resolve questions and issues
  • Developing and maintaining a solid working knowledge of the insurance industry and all products, services and processes
  • Collaborating with management or team members to address service issues
  • Analysing and clearing inquiries of the Team
  • 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

Requirements

  • Minimum 2+ years’ experience in Chat support
  • Excellent verbal and written communication skills
  • Proficient with Windows PC applications
  • 2+ months of experience requiring attention to detail, accuracy, and accountability
  • 2+ months of experience communicating 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

Nice to have

  • Previous insurance industry experience with knowledge of Life insurance and annuity policies
  • Experience handling customer interactions (chat/email) about payments, policy information, or claims
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