Customer Service Analyst II

Allstate India Pvt Ltd; Pune District; On-site; INR 300,000 - 600,000; Full time

Job summary

Allstate India Private Limited in Pune seeks a designated SME to coordinate with call center operations and QA teams, improving efficiency and service quality for customers.

The role focuses on training needs assessment, developing materials, and providing answers to escalated inquiries while maintaining product knowledge.

Qualifications

• Bachelor’s degree required or equivalent experience.
• 0-2 years of call center or customer service experience preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Act as a role model for the rest of the team
• Provide professional assistance and resolution for escalated/supervisor calls
• Represent the Customer care Center on projects, initiatives or testing as needed
• Assist with development and dissemination of training materials
• Must demonstrate basic telecommunications and provide an advanced knowledge of products and functionality
• Provide support for questions (including help hotline) from customer service specialists
• Provides training to team members and guide reps on specific steps of the research process of a particular case or issue
• Responsible to interpret a variety of policies, rules, and regulations and performs a full range of customer service duties, answers customer questions, research, resolve and respond to requests
• Answer complex customer inquiries and respond to a high volume of complex internal and external customer inquiries in a professional manner

Skills

Customer Experience Management

Performance Management

Relationship Building

Stakeholder Relationship Management

Education

4 year Bachelors Degree

Job description

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Job Description The position is responsible for serving as a designated subject matter expert (SME) on basic projects such as coordinating with the call center operations and quality control teams to improve efficiencies within the call center to increase the quality of customer relations and to improve overall service to all call center customers, and coordinating with the AB operations training unit to identify call center training needs and assist in the development of training materials.

Key Responsibilities

• Act as a role model for the rest of the team
• Provide professional assistance and resolution for escalated/supervisor calls
• Represent the Customer care Center on projects, initiatives or testing as needed
• Assist with development and dissemination of training materials
• Must demonstrate basic telecommunications and provide an advanced knowledge of products and functionality
• Provide support for questions (including help hotline) from customer service specialists
• Provides training to team members and guide reps on specific steps of the research process of a particular case or issue
• Responsible to interpret a variety of policies, rules, and regulations and performs a full range of customer service duties, answers customer questions, research, resolve and respond to requests
• Answer complex customer inquiries and respond to a high volume of complex internal and external customer inquiries in a professional manner

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 0-2 years experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Primary Skills

Customer Experience Management, Performance Management (PM), Relationship Building, Stakeholder Relationship Management

About Allstate

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact. The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition. Learn more about Allstate India here. As part of a team, Allstate works hard to help people live a good life every day. Allstaters are dedicated to serving clients, customers, and communities, which allows employees to find meaning and value in their work. Allstate offers an environment that fosters innovative thinking where you’ll be able to explore your ideas and feel proud of the work you do. Allstate helps protect nearly 16 million households with auto, home, life, and retirement products. We want every professional connected to Allstate to be committed to giving our customers the best and that means finding the best talent. We want you to be our next great addition.