Customer Contact Comms Analyst

Accenture in India; Mumbai; On-site; INR 550,000 - 900,000; Full time

Job summary

Accenture in India is seeking a Customer Contact Comms Analyst in Mumbai to support non-voice service desk operations. You will handle email and chat queries, resolve escalations, and ensure resolutions align with SLAs.

You'll diagnose, troubleshoot, and assign incidents, with an emphasis on fast restoration of service and customer satisfaction. The role involves rotating shifts and collaboration with peers within Accenture.

Qualifications

• Graduation is required.
• 3–5 years of experience in service desk or customer support.
• Experience with non-voice processes (email/chat) preferred.

Responsibilities

• Handle customer queries via email and chat and provide resolutions.
• Close faults and complaints within SLA.
• Record, diagnose, and resolve incidents and service requests.
• Manage unplanned interruptions to restore normal service quickly for non-voice channels.
• Work with peers within Accenture and escalate to supervisors when needed.
• Role may require rotational shifts.

Skills

Backoffice service desk

Email chat processing

Typing speed

Education

Any Graduation

Job description

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

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

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 will be 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

Requirements: