Customer Contact Comms Associate-Messaging

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

Job summary

Accenture is looking for a Customer Contact Comms Associate in Mumbai, India. The role requires managing inbound chat interactions with business customers and providing support across various service areas.

Ideal candidates will have 2–5 years of experience in customer service or digital support, along with excellent written communication skills and a strong commercial awareness. The position offers opportunities to identify upselling and retention strategies for driving sales.

Qualifications

• 2–5 years of experience in customer service, digital support, or inbound messaging roles.
• Experience supporting customers through live chat or digital messaging platforms.
• Telecommunications or technology sector experience is advantageous.

Responsibilities

• Manage inbound chat interactions with business customers.
• Provide support across key service areas including billing and payments.
• Resolve customer issues promptly while maintaining high service quality.
• Identify upselling and retention opportunities during interactions.
• Accurately document customer interactions within CRM systems.

Skills

Excellent written communication skills

Strong commercial awareness

Advanced problem-solving

High attention to detail

Strong digital literacy

Education

Any Graduation

Tools

CRM systems

Digital engagement tools

Job description

Job Description

Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms Associate

Qualifications: Any Graduation

Years of Experience: 1 to 3 years

Language - Ability: English (International) - Expert

Company Overview: We offer strategy, consulting, technology and operations services powered by the world's largest network of advanced technology and intelligent operations centers. We have 784,000 people delivering on the promise of technology and human ingenuity. We serve clients in more than 120 countries.

Overview

The Business Inbound Messaging (Chat) Agent is responsible for supporting business customers through digital messaging channels, providing timely and effective assistance across a range of account, product, and service‑related inquiries. Operating at a Senior Analyst level, this role requires strong digital communication skills, commercial awareness, and the ability to identify and capitalize on value‑added opportunities that drive sales, support revenue growth, and enhance customer retention.

Key Responsibilities

• Manage inbound chat interactions with business customers via digital messaging platforms.
• Provide support across key service areas, including billing and payments, digital services, product and service inquiries, handset and device troubleshooting, general or ad‑hoc queries, and account administration.
• Resolve customer issues promptly while maintaining high service quality standards.
• Identify upselling, cross‑selling, and retention opportunities during customer interactions.
• Guide customers through digital processes and self‑service tools where appropriate.
• Accurately document customer interactions, actions taken, and outcomes within CRM systems.
• Ensure compliance with internal procedures, data protection standards, and regulatory requirements.
• Collaborate with internal teams to resolve complex or escalated issues.
• Support continuous improvement by sharing insights on customer trends, issues, and opportunities.

Qualifications

• Excellent written communication skills with the ability to engage customers clearly and professionally via chat.
• Strong commercial awareness with the ability to identify and act on sales and retention opportunities.
• Advanced problem‑solving and analytical skills.
• Ability to manage multiple concurrent chat conversations effectively.
• High attention to detail and accuracy in CRM documentation.
• Strong digital literacy and ability to navigate multiple systems simultaneously.
• Ability to work independently and demonstrate ownership of customer outcomes.
• Resilience and adaptability in a fast‑paced, performance‑driven environment.
• 2–5 years of experience in customer service, digital support, or inbound messaging roles (B2B experience preferred).
• Experience supporting customers through live chat or digital messaging platforms.
• Proficiency in CRM systems and digital engagement tools.
• Telecommunications or technology sector experience is advantageous.
• Demonstrated ability to meet or exceed service and commercial performance targets.