Customer Contact Comms Associate-Messaging

Accenture in India; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Accenture is hiring for a Customer Contact Comms Associate role in India. The incumbent will support customers through chat and service desk non-voice channels, resolve queries, and manage escalations in a fast-paced, 24/7 environment.

Qualifications include any graduation and 1–3 years of experience. The role requires strong English communication and familiarity with CRM tools and MS Excel to analyze accounts and deliver resolutions.

Qualifications

• Graduation is required.
• Excellent written and spoken English.
• Willingness to work US shifts in a 24/7 environment.

Responsibilities

• Manage and resolve customer queries and escalations.
• Close faults and complaints within SLA.
• Handle non-voice interactions via email, web and chat.
• Utilize CRM and MS Excel to analyze accounts.

Skills

English language

CRM tools

MS Excel

Communication skills

Education

Any Graduation

Tools

CRM software

Job description

Job Description:

Skill required:

Chat - Service Desk Non-Voice Support

Designation:

Customer Contact Comms Associate

Qualifications:

Any Graduation

Years of Experience:

1 to 3 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. Customer support should have excellent written and spoken English skill. Strong comprehension and analytical skill is mandate to understand customer’s need and provide solution basis of analysis of the account. Ability to multitask and work with multiple tools to provide the best resolution. Functional knowledge of using CRM solution and MS Excel.Domain knowledge of US Customer Service, preferably Telecom industry.Job requires the candidate to be confident, probe for responses and empathize with customers. Needs to be customer centric with strong conversational skills.Typing speed (Speed – 25 words per minute – 85% accuracy).Sales/Retention/Tech experience would be an added advantage.Willingness to work mainly US shifts in a 24/7 environment with shift rotations.Job requires the candidate to be confident, probe for responses and empathize with customers. Recording, diagnosing, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.

What are we looking for?

• Ability to meet deadlines
• Ability to perform under pressure
• Ability to work well in a team
• Adaptable and flexible
• Commitment to quality Roles and Responsibilities:
• In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your expected interactions are within your own team and direct supervisor
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
• The decisions that you make would impact your own work
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work
• Please note that this role may require you to work in rotational shifts