Business Support Associate

Job Summary

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. Location: Chennai, India.

Responsibilities

• 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.
• Analyzing and clearing inquiries of the team and addressing them appropriately, reaching out to various stakeholders for further inquiry.
• Coordinating training and mentoring activities for new team members.
• Maintaining confidentiality of information.
• Performing other duties as the need arises.

Required Skills and Qualifications

• 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.
• Schedule availability: Monday-Saturday (6.00 PM to 4.00 AM IST); shift timings may be changed per client requirements; overtime may be required.

Preferred Skills

• 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.