Customer Contact Comms Analyst-Voice

Accenture in India; Bengaluru; On-site; INR 420,000 - 660,000; Full time

Job summary

Accenture is seeking a Customer Contact Comms Analyst in Bengaluru to support our Customer Support vertical. You will manage and resolve customer queries, handle escalations and complaints, and ensure timely resolutions within SLAs across multiple channels.

The role emphasizes strong communication, adaptability, and collaboration with internal teams. Rotational shifts may apply as part of operations in a fast-paced services environment.

Qualifications

• Adaptable and flexible.
• Ability to establish strong client relationships.
• Written and verbal communication skills.
• Collaboration and interpersonal skills.
• Agility for quick learning; hospitality industry experience is a plus.

Responsibilities

• Align with the Customer Support vertical to manage and resolve customer queries and escalations within SLAs.
• Close faults and complaints within SLA.
• Coordinate marketing, sales and customer service across channels.
• Handle omnichannel customer communications via phone, text, chat and in person.
• Role may require rotational shifts.

Skills

Adaptable

Client relationship

Written communication

Interpersonal skills

Agile learning

Education

Graduation

Job description

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. Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels. 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?

• Adaptable and flexible
• Ability to establish strong client relationship
• Written and verbal communication
• Collaboration and interpersonal skills
• Agility for quick learning Travel and Hospitality / Hotel industry experience 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 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