Customer Contact Comms Analyst-Voice

Accenture; India; On-site; INR 400,000 - 600,000; Full time

Job summary

Accenture is seeking a Customer Contact Comms Analyst in India who will manage customer queries, handle escalations, and ensure resolutions within SLAs. The role requires strong communication skills and proficiency in typing, with an expectation of 3 to 5 years of experience in customer support. The individual must be adaptable, collaborative, and capable of quick learning, working effectively within a team. Accenture offers a robust career path in a global professional services environment.

Qualifications

• Minimum of 3 years of experience in a customer support role.
• Strong email and chat process skills and proficiency in typing.
• Ability to manage and resolve customer queries effectively.

Responsibilities

• Manage and resolve customer queries.
• Handle escalations and complaints of dissatisfied customers.
• Close faults and complaints within SLAs.
• Interact with peers and supervisors regularly.

Skills

Teamwork

Adaptability

Quick Learning

Collaboration

Written Communication

Verbal Communication

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 699,000 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.

What would you do?

You will be aligned with our Customer Support vertical and help us manage and resolve customer queries, handle escalations and complaints of dissatisfied customers, and provide the best resolutions. You will also be responsible for closing faults and complaints within SLAs. The role requires strong email and chat process skills and proficiency in typing. Customer communications include interactions over the phone, text, chat, or face‑to‑face touchpoints.

What are we looking for?

• Ability to work well in a team
• Adaptable and flexible
• Agility for quick learning
• Collaboration and interpersonal skills
• Written and verbal communication

Roles and Responsibilities

• Analyze and solve lower‑complexity problems.
• Interact daily with peers within Accenture before updating supervisors.
• May have limited exposure with clients and/or Accenture management.
• Receive moderate level instruction on daily work tasks and detailed instructions on new assignments.
• Decisions made may impact own work and the work of others.
• Act as an individual contributor as part of a team, with a focused scope of work.
• Role may require working rotational shifts.

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