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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