Customer Service Analyst II
Core
Handle inbound/outbound customer calls to provide timely assistance and accurate resolutions for insurance-related queries.
Role type
Customer Service Analyst
Builds
Customer experience and service quality for insurance clients
Domain
Insurance / Contact Center
Deliverable
dashboards & analysis
Required skills
Verbal communication, Active listening, Problem-solving, Customer-service orientation, Process adherence, System documentation
Preferred skills
Prior experience in Voice process, BPO, Contact Center, or Customer Service
Technologies
Multiple applications
Responsibilities
Handle inbound/outbound customer calls, Understand customer queries and deliver accurate resolutions, Meet defined operational metrics (CSAT, Quality, AHT, FCR), Document customer interactions, Follow compliance requirements and escalation procedures, Coordinate with internal teams to resolve concerns