Experience
3 - 6 yrs
Job Location
Pune, India
Vacancy
1
Designation
Customer Success Analyst
Job Type
ONSITE
Job Description
Job Description
The Chat Agent Analyst II establishes new customer relationships via the Chat platform and serves as a trusted advisor by identifying customer needs and matching them with appropriate Allstate coverages and products and/or referring them to Allstate partners. This role will quote and issue auto, motorcycle, renters and homeowners insurance policies.
Job Responsibilities - Handle incoming customer inquiries and issues via chat and secured messaging.
- Provide accurate, timely, and courteous responses to customer queries, concerns, and requests.
- Identifying customer needs and assisting customers in various emergency situations along with effective multitasking abilities
- Maintain a professional and empathetic tone while addressing customer concerns on chats to ensure customer resolution and satisfaction.
- Utilize established guidelines and resources to resolve customer issues promptly and effectively.
- Document customer interactions, details, and resolutions accurately in the designated system.
- Collaborate with team members and cross-functional departments to escalate and resolve complex issues.
- Excellent verbal and written communication skills including the ability to maintain a courteous and professional demeanor with customers and with fellow employees
- Willingness to work in a dynamic 24/7 environment
- Ability to prioritize, multitask and work independently
- Problem solving skills and the desire to help customer
- Strong time management skills
- Strong understanding of claims support or regulatory processes.
- High attention to detail and documentation accuracy.
- Ability to manage time sensitive and SLA driven work.
- Good written and verbal communication skills.
- Proficiency in CRMS, Outlook, and internal claim systems.
- Strong ownership, accountability, and follow through.
- Quality focused mindset with compliance orientation.