Customer Contact Comms Analyst-Messaging

8102 ASOL-Mumbai STPI Company; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Accenture is seeking a Customer Contact Communications Analyst to support chat operations as the primary expert for complex inquiries and process clarity. You will work with cross-functional teams to enhance customer experience and ensure compliance across chat channels.

The role requires 3–5 years in customer service or contact center roles, with strong English skills and proficiency in CRM/ticketing systems.

Qualifications

• Graduation is required.
• Experience with chat-based customer service is preferred.
• Strong knowledge of CRM and ticketing tools is desirable.

Responsibilities

• Provide expert chat support for complex inquiries and process clarifications.
• Collaborate with Team Leaders, QA, Training and Operations for quality and performance.
• Coach and guide frontline agents; escalate issues as needed.
• Drive continuous improvement in customer experience and compliance.
• Generate reports and analyze performance across chat channels.
• Coordinate with stakeholders to ensure smooth operations.

Skills

CRM systems

Ticketing systems

Chat management

Data analysis

Customer service

Education

Graduation

Job description

Skill required: Omnichannel - Customer Service Designation: Customer Contact Comms Analyst Qualifications:Any Graduation Years of Experience:3 to 5 years Language - Ability:English(International) - Expert

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?

The SME is responsible for supporting chat operations by acting as the primary point of contact for complex customer inquiries, process clarifications, and agent assistance. The role requires deep knowledge of products, services, systems, and business processes to ensure accurate and timely resolution of customer concerns. The SME collaborates closely with Team Leaders, Quality Assurance, Training, and Operations teams to improve performance and customer satisfaction. The Subject Matter Expert (SME) for Business Inbound Messaging Chat serves as a key resource for frontline chat agents, ensuring high-quality customer interactions and operational excellence across chat support channels. The SME provides real-time guidance, process expertise, coaching, and escalation support while driving continuous improvement in customer experience, productivity, and compliance

What are we looking for?

• Strong understanding of chat support operations and customer service processes.


• Proficiency in CRM, ticketing, and chat management systems.


• Ability to navigate multiple applications simultaneously.


• Strong data analysis and reporting skills.


• 2–5 years of experience in customer service, contact center, or chat support operations.


• Minimum 1–2 years of experience in a senior agent, SME, quality, or team support role.


• Demonstrated experience handling escalated customer interactions.


• Experience with customer support technologies, CRM systems, and knowledge management tools.


• Proven track record of meeting quality, productivity, and customer satisfaction targets

Roles and Responsibilities:

• Operational Support


• Knowledge Management


• Coaching and Development


• Quality and Performance Improvement


• Stakeholder Collaboration


• Reporting and Analysis

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture