Customer Service Analyst II

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

Key Responsibilities

• Handle inbound/outbound customer calls professionally and provide timely assistance.
• Understand customer queries and deliver accurate resolutions.
• Maintain a high standard of customer experience and service quality.
• Meet defined operational metrics such as CSAT, Quality, AHT, FCR, adherence, and productivity.
• Document customer interactions and update relevant systems accurately.
• Follow defined processes, compliance requirements, and escalation procedures.
• Coordinate with internal teams to resolve customer concerns when required.

Must-Have Skills

• Excellent verbal communication and active listening skills.
• Strong customer-service orientation and problem-solving ability.
• Ability to handle challenging customer conversations professionally.
• Comfortable working in a voice-based process and rotational shifts.
• Basic computer skills and ability to navigate multiple applications.

Eligibility

• Graduate
• Freshers can be considered for entry-level roles.
• Prior experience in Customer Service, BPO, Contact Center, or Voice Process is preferred.
• Immediate or short-notice joiners preferred, if applicable.

Experience

• 1-4 years experience in a Voice process

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

Shift Time
Shift C (India)

Recruiter Info
Dipti Murudkar

dsudh@allstate.com

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.