Customer Contact Comms Analyst-Voice

Accenture in India; Gurugram District; On-site; INR 420,000 - 680,000; Full time

Job summary

Accenture in India seeks a Customer Contact Comms Analyst to manage customer queries, resolve issues, and handle escalations across omnichannel channels. The role focuses on delivering effective email and chat support while meeting SLA targets.

The candidate should have 3–5 years of experience and a graduation degree, with strong communication skills and the ability to work in rotational shifts as needed.

Qualifications

• Graduation completed from a recognized institution.
• 3 to 5 years of experience in customer communications and support.
• Experience with omnichannel customer interactions (email, chat, phone, etc.).

Responsibilities

• Manage and resolve customer queries, handle escalations and complaints within SLA.
• Close faults and complaints in a timely manner.
• Demonstrate proficiency in email and chat processes and typing.
• Engage with customers across digital and in-person touchpoints.
• Perform analysis and solve lower-complexity problems with guidance.
• Collaborate with peers and provide updates to supervisors.

Skills

Omnichannel

Customer communications

Typing

Education

Any 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.
• 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 - P4 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