Customer Support Analyst

ACCENTURE PTE LTD; High Street, Penarth; On-site; GBP 21,000 - 32,000; Full time

Job summary

Accenture is seeking a customer operations specialist for a 24/7 support team. You’ll assist users before, during, and after their journeys, delivering timely, empathetic, and solution-oriented help across phone, chat, and email channels.

Join a team that handles safety-sensitive and time-critical situations, documents interactions precisely, and collaborates with product, engineering, and quality teams to improve processes and customer experiences. Training and ongoing development are provided.

Qualifications

• Experience in customer service across phone, chat, and email.
• Ability to explain information clearly and professionally.
• Strong problem-solving skills and ability to stay calm under pressure.
• High attention to detail and ability to follow procedures.
• Comfortable using multiple systems while handling concurrent tasks.
• Experience in rotating shifts, including nights and weekends.

Responsibilities

• Handle customer inquiries via phone, chat, and email in a professional, customer-focused manner.
• Provide timely support for journey-related issues, account inquiries, service requests, and general questions.
• Respond to safety-related or time-sensitive situations and follow escalation procedures.
• Accurately document customer interactions and operational events in internal systems.
• Investigate issues, identify solutions, and ensure timely resolution or escalation.
• Collaborate with operations, product, engineering, and quality teams to improve experience and processes.
• Maintain up-to-date knowledge of policies, procedures, and service guidelines.
• Participate in training, quality reviews, and continuous improvement initiatives.

Skills

Multichannel communication

Customer empathy

Problem solving

Attention to detail

Operational discipline

System navigation

Shift flexibility

Education

Diploma or Bachelor's degree

Job description

About the Role

Join a 24/7 customer operations team supporting users before, during, and after their journeys. In this role, you will provide timely, empathetic, and solution-oriented support across multiple channels while helping ensure a safe, reliable, and positive customer experience.

Key Responsibilities

• Handle customer inquiries via phone, chat, and email in a professional and customer-focused manner.
• Provide timely support for journey-related issues, account inquiries, service requests, and general questions.
• Respond to safety-related or time-sensitive situations and follow established escalation procedures.
• Accurately document customer interactions and operational events in internal systems.
• Investigate issues, identify appropriate solutions, and ensure timely resolution or escalation.
• Collaborate with operations, product, engineering, and quality teams to improve customer experience and processes.
• Maintain up-to-date knowledge of policies, procedures, and service guidelines.
• Participate in training, quality reviews, and continuous improvement initiatives.

Required Qualifications

• 2-3 years of experience in a customer service, contact center, customer support, hospitality, travel, transportation, or technology environment.
• Experience handling customer interactions across multiple channels, including phone, chat, and email.
• Strong communication skills with the ability to explain information clearly and professionally.
• Excellent problem-solving skills and ability to make sound decisions under pressure.
• Strong attention to detail and ability to follow established processes and procedures.
• Comfortable using multiple systems and applications while managing concurrent tasks.
• Ability to work rotating shifts, including nights, weekends, and public holidays in a 24/7 operation.

Preferred Qualifications

• Experience in incident management, escalation handling, or safety-sensitive operations.
• Experience working in a fast-paced, metrics-driven environment.
• Familiarity with transportation, mobility, technology, or digital service operations.
• Diploma, Bachelor's degree, or equivalent practical experience.

Ideal Candidate

The ideal candidate is empathetic, calm under pressure, and passionate about delivering exceptional customer experiences. They can balance customer care with operational discipline, communicate effectively in challenging situations, and maintain accuracy while working in a dynamic, fast-paced environment.

About the Company / Team

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces.