Customer Contact Comms Analyst

Accenture; Mumbai; On-site; INR 350,000 - 520,000; Full time

Job summary

Accenture in Mumbai is seeking a Customer Contact Comms Analyst for backoffice service desk non-voice support. The role focuses on resolving customer queries, handling escalations, and delivering first-rate resolutions within SLA guidelines.

You will analyze and diagnose lower-complexity issues, document incidents, and work with peers before involving supervisors. Strong email and chat typing skills are preferred, with potential rotation shifts.

Qualifications

• Primary responsibilities include resolving customer queries, handling escalations and complaints within SLA terms.
• Must be able to analyze and solve lower-complexity problems with guidance from peers and supervisors.
• Strong email and chat typing skills with attention to detail are preferred.

Responsibilities

• Resolve customer queries and handle escalations in non-voice channels.
• Close faults and complaints within SLA timelines.
• Document and track incidents and service requests; diagnose and troubleshoot as needed.

Skills

Service Desk Non-Voice

Education

Graduation

Job description

Skill required:

Backoffice - Service Desk Non-Voice Support

Designation:

Customer Contact Comms Analyst

Qualifications:

Any Graduation

Years of Experience:

3 to 5 years

What would you do

• You will be aligned with our Customer Support vertical and help us in managing resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions.
• You will also be responsible for closing the fault and complaints within SLA s.
• Candidate who is good in email and chat process who is good in typing is what is preferred here
• Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.

What are we looking for

• Primary skill - Service Desk Non-Voice Support - P3

Roles and Responsibilities:

• In this role you are required to do analysis and solving of lower-complexity problems.
• Your day to day interaction is with peers within Accenture before updating supervisors.
• In this role you may have limited exposure with clients and or Accenture management.
• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments.
• The decisions you make impact your own work and may impact the work of others.
• You're an individual contributor as a part of a team, with a focused scope of work.
• Please note that this role may require you to work in rotational shifts Qualification Any Graduation