Multichannel Support Analyst - 24/7 Customer Care

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

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.