Business Support Associate

Job description

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.