Customer Contact Comms Associate-Messaging

8102 ASOL-Mumbai STPI Company; Mumbai; On-site; INR 350,000 - 600,000; Full time

Job summary

Accenture is hiring a Business Inbound Messaging (Chat) Agent in Mumbai to support customers across billing, digital services, product inquiries and account administration, delivering a seamless experience.

You should have 1–3 years in customer service, strong written English, and the ability to identify sales and retention opportunities in a fast-paced environment.

Qualifications

• Excellent written communication via chat with a strong focus on sales and retention.
• 2-5 years in customer service or inbound messaging roles (B2B preferred).
• Proficiency with CRM systems and digital engagement tools.

Responsibilities

• Manage inbound chat interactions with business customers across billing, digital services, product and service enquiries, handsets and devices; document interactions and outcomes in CRM.
• Identify upsell, cross-sell, and retention opportunities during customer interactions.
• Collaborate with internal teams to resolve escalated issues and ensure data protection compliance.

Skills

Excellent written communication

Commercial awareness

Analytical skills

CRM documentation

Digital literacy

Independent worker

Resilience

Education

Any Graduation

Tools

CRM systems

Digital engagement tools

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

About Accenture

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?

These interactions span a range of support areas, including billing and payments, digital services, product and service enquiries, handset and device support, general or ad-hoc queries, and account administration. Throughout these engagements, it is important to identify and capitalise on value-added opportunities that support sales, drive revenue growth, and strengthen customer retention within the channel.

The Business Inbound Messaging (Chat) Agent

Operating at a Senior Analyst level, this role requires strong digital communication skills, commercial awareness, and the ability to identify and capitalise on value-added opportunities that drive sales, support revenue growth, and enhance customer retention. Agents play a key role in delivering a seamless and efficient customer experience while contributing to broader business objectives.

What are we looking for?

• "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 o experience in customer service, digital support, or inbound messaging roles (B2B experience preferred). Experience supporting customers through live chat or digital messaging platforms is strongly preferred. 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."

Roles and Responsibilities:

• "Manage inbound chat interactions with business customers via digital messaging platforms. Provide support across key service areas, including: Billing and payment enquiries Digital services support Product and service enquiries Handset and device troubleshooting and assistance General and ad-hoc queries Account administration and maintenance 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."

Any Graduation About Accenture

Any Graduation About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture