Customer Contact Comms Associate-Messaging

Accenture; Mumbai City; On-site; INR 350,000 - 480,000; Full time

Job summary

Accenture in Mumbai invites applications for the Customer Contact Comms Associate role. You will handle business customer inquiries via digital messaging, covering billing, payments, product and service questions, and device support, delivering timely, accurate assistance.

With 1–3 years in customer service and a Graduation, you will use CRM systems, identify upsell and retention opportunities, and document interactions.

Qualifications

• Graduation is required.
• 1–3 years of experience in customer service.
• English (International) - Expert.

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.

Skills

Omnichannel Support

Education

Any Graduation

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

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 is responsible for supporting business customers through digital messaging channels, providing timely and effective assistance across a wide range of account, product, and service-related enquiries. 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 of 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.

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.

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.