Chat Process Executive

Key Responsibilities

• Customer Handling & Resolution Handle outbound customer queries via chat as well as on calls in a timely and professional manner
• Provide accurate information on insurance products (motor, health, travel, etc.)
• Resolve customer concerns effectively while ensuring high CSAT scores
• Maintain quality benchmarks and adhere to defined SLAs (response time, resolution time)

Sales & Service Support (if applicable)

Identify sales opportunities and assist customers in policy purchase/renewal via chat

• Support lead conversion through effective communication and product pitching
• Ensure cross-sell and upsell opportunities are maximized where relevant

Coordination & Process

• Adherence Collaborate with internal teams for query resolution (underwriting, claims, etc.)
• Maintain accurate records of customer interactions in CRM/tools
• Follow standard operating procedures and compliance guidelines
• Work Experience1–4 years of experience in customer support / chat process / voice or non-voice roles