Customer Service Associate - International Email and Chat Support

About NTT DATA

NTT DATA is a globally recognized technology and business services provider with annual revenues exceeding $30 billion. We support 75% of the Fortune Global 100, helping organizations innovate, optimize, and transform for future success. Investing over $3.6 billion yearly in research and development, we enable sustainable digital progress worldwide. Headquartered in Tokyo and part of the NTT Group, we operate across 50+ countries delivering services such as consulting, data and AI, industry-specific solutions, and application and infrastructure management.

Role Overview

We seek an outgoing Customer Service Associate to address customer inquiries efficiently and courteously through email and chat channels. The role demands multitasking abilities to handle customer communications, navigate computer systems, and manage documentation simultaneously. Key to success is the capacity to build and maintain customer confidence and trust through professional and positive interactions.

Primary Responsibilities

• Deliver frontline support to policyholders, beneficiaries, agents, and internal clients via chat and email.
• Maintain high customer satisfaction standards and provide exceptional service.
• Log and process customer interactions accurately in the CRM system.
• Identify customer needs and escalate requests to appropriate teams.
• Communicate effectively with internal and external stakeholders to resolve issues.
• Acquire and maintain thorough knowledge of insurance products, services, and team processes.
• Collaborate with team management to proactively resolve service challenges.
• Analyze and address team inquiries promptly.
• Coordinate training and mentoring for new team members.
• Ensure confidentiality of sensitive information is maintained.
• Perform additional duties as required.

Candidate Requirements

• Minimum of 2 years experience in chat support with a background in scheduled shift work.
• Strong verbal and written communication skills in English.
• Proficiency in Windows PC applications, typing at least 35 words per minute.
• Experience working in detail-oriented roles demanding accuracy and accountability.
• Ability to perform effectively in professional office settings.
• Graduation with English as a compulsory subject is mandatory.
• Capability to work night shifts and remain seated for prolonged periods.
• Familiarity with MS Office and CRM tools such as Salesforce.

Preferred Qualifications

• Prior experience in the insurance sector, particularly life insurance and annuity products.
• Experience handling customer chats and emails related to payments, policies, and claims.

Work Schedule and Additional Details

The role requires availability Monday through Saturday from 6:00 PM to 4:00 AM IST. Shift timings may adjust per client needs, with potential overtime required based on business demand.