Business Support Analyst

@ NTT DATA

Overview

NTT DATA is seeking a Business Support Analyst who is outgoing and skilled in providing excellent customer service. In this role, you will address product inquiries via chat and email, ensuring prompt and professional responses. You must be detail-oriented and able to multitask in a fast paced environment.

Key Responsibilities

• Provide front-line customer service to policyholders, beneficiaries, agents, and internal customers.
• Process and log incoming chats/emails into the CRM system.
• Identify customer needs and escalate inquiries to relevant departments.
• Maintain up-to-date knowledge of insurance industry products and services.
• Coordinate training and mentoring for new team members.
• Collaborate with management to address service issues.
• Ensure confidentiality of information at all times.

Qualifications

• Minimum 3-5 years' experience in Voice/Chat support.
• Proficient in Windows PC applications with strong typing skills (35 wpm minimum).
• Previous experience in the insurance industry, especially with life insurance and annuity policies.
• Excellent communication skills, both oral and written.
• Ability to work scheduled shifts including Monday-Saturday (6.00 PM to 4.00 AM IST) with potential overtime.

Key skills/competency

• Customer Service
• CRM
• Communication
• Multitasking
• Insurance
• Detail Orientation
• Time Management
• Team Collaboration
• Training
• Technical Proficiency