Customer Contact Comms Associate-Messaging

Accenture in India; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Accenture is seeking a New Associate-Messaging for Customer Contact Comms to support chat operations as a Subject Matter Expert. You will act as the primary contact for complex inquiries, providing guidance and coaching to agents while coordinating with Leaders and QA teams to ensure high-quality customer interactions.

The role requires broad knowledge of products, services, and processes, with 0–1 year of experience in customer service or chat support, and graduation as a minimum qualification.

Qualifications

• Proficiency in CRM, ticketing, and chat management systems.
• Ability to navigate multiple applications simultaneously.
• 2–5 years of experience in customer service or chat support.
• Minimum 1–2 years of experience in a senior agent, SME, quality, or team support role.

Responsibilities

• Provide real-time guidance and escalation support to frontline chat agents.
• Collaborate with Team Leaders, QA, Training, and Operations to improve performance.
• Drive continuous improvement in customer experience, productivity and compliance.

Education

Graduate

Job description

Skill required

Omnichannel - Customer Service

Designation

Customer Contact Comms New Associate-Messaging

Qualifications

Any Graduation

Years of Experience

0-1 year

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?

The SME is responsible for supporting chat operations by acting as the primary point of contact for complex customer inquiries, process clarifications, and agent assistance. The role requires deep knowledge of products, services, systems, and business processes to ensure accurate and timely resolution of customer concerns. The SME collaborates closely with Team Leaders, Quality Assurance, Training, and Operations teams to improve performance and customer satisfaction.The Subject Matter Expert (SME) for Business Inbound Messaging Chat serves as a key resource for frontline chat agents, ensuring high-quality customer interactions and operational excellence across chat support channels. The SME provides real-time guidance, process expertise, coaching, and escalation support while driving continuous improvement in customer experience, productivity, and compliance

What are we looking for?

Strong understanding of chat support operations and customer service processes.

Requirements

• Proficiency in CRM, ticketing, and chat management systems.
• Ability to navigate multiple applications simultaneously.
• Strong data analysis and reporting skills. ""
• 2–5 years of experience in customer service, contact center, or chat support operations.
• Minimum 1–2 years of experience in a senior agent, SME, quality, or team support role.
• Demonstrated experience handling escalated customer interactions.
• Experience with customer support technologies, CRM systems, and knowledge management tools.
• Proven track record of meeting quality, productivity, and customer satisfaction targets" Roles and Responsibilities: Operational SupportKnowledge ManagementCoaching and DevelopmentQuality and Performance ImprovementStakeholder CollaborationReporting and Analysis