Customer Contact Comms Analyst-Messaging

Accenture; Mumbai City; On-site; INR 550,000 - 850,000; Full time

Job summary

Accenture in India seeks a Customer Contact Comms Analyst to serve as SME for inbound chat support, ensuring accurate resolutions and coaching frontline agents. Collaboration with teams will drive customer satisfaction and process improvements.

The role demands 3–5 years in customer service or chat support, a Graduation, and strong English communication with experience in CRM and ticketing tools.

Qualifications

• 3–5 years of experience in customer service, contact center, or chat support operations.
• Strong understanding of chat support operations and customer service processes.
• Proficiency in CRM, ticketing, and chat management systems.

Responsibilities

• Support chat operations as the primary SME for complex inquiries and process clarifications.
• Collaborate with Team Leaders, QA, Training, and Operations to improve performance and customer satisfaction.
• Provide real-time guidance, coaching, and escalation support while driving process improvements.

Skills

Omnichannel - Customer Service

Education

Graduation

Tools

CRM

Ticketing systems

Chat management

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 “

Any Graduation

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.