Customer Contact Comms Associate-Messaging

Accenture services Pvt Ltd; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Accenture is seeking a Customer Contact Comms Associate to join its Customer Support team in Gurugram. You will manage and resolve customer queries, handle escalations, and ensure complaints are closed within SLA across non-voice channels.

A focus on English communication, CRM usage, and data-driven resolution is essential. The role requires 1–3 years of experience, graduation, and the ability to work in rotating US shifts.

Qualifications

• Excellent written and spoken English.
• 1–3 years of experience in customer support or related service.
• Able to meet deadlines and work under pressure.
• Willingness to work US shifts in a 24/7 environment with rotational shifts.
• Proficient with CRM systems and MS Excel; strong communication and analytical skills.

Responsibilities

• Handle customer queries, escalations, and complaints to resolve issues within SLA.
• Resolve faults and service requests across non-voice channels (email, web, chat).
• Record, diagnose, troubleshoot, and assign incidents as per defined support scope.
• Provide empathetic, customer-centric service and clear documentation of interactions.

Skills

English communication

CRM tools

MS Excel

Typing speed

Multitasking

Teamwork

Problem-solving

Education

Graduation

Tools

CRM software

MS Excel

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, troubleshooting, 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