Customer Contact Comms Analyst - Messaging

Accenture PLC; Bengaluru; On-site; INR 400,000 - 680,000; Full time

Job summary

Accenture PLC in Bengaluru seeks a Customer Contact Communications Analyst to manage customer queries and resolve complaints across channels, including email and chat. The role involves handling escalations, ensuring resolution within SLAs and accurate documentation of interactions.

The ideal candidate has 3–5 years of experience, a graduation degree, and strong typing skills to support efficient customer communications, with potential rotational shifts as needed.

Qualifications

• Graduation completed with minimum 3 years of experience in customer communications.
• Proficiency in handling email and chat processes with good typing speed.
• Ability to resolve customer queries and escalate where required.

Responsibilities

• Manage and resolve customer queries, escalations and complaints within SLA.
• Close faults and complaints in a timely manner.
• Engage in email and chat channels and maintain accurate records of interactions.
• Perform analysis of customer communications and provide effective resolutions.

Skills

Omnichannel - Customer Communications

Education

Any Graduation

Job description

Skill required: Omnichannel - Customer Communications

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
• Customer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints.
• Customer communications can happen over the phone, via text, over chat, or face to face. What are we looking for?
• Primary skill - Customer Communications - 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