Customer Contact Comms Associate-Voice

Accenture in India; Maharashtra; On-site; INR 300,000 - 540,000; Full time

Job summary

Accenture in India invites applications for a Customer Service Associate role. You will support a large global energy client through multi-channel interactions (calls, emails, chats) and ensure accurate documentation and adherence to SLAs.

The role emphasises data privacy, SOPs, and quality standards, with shift-based delivery and opportunities to learn CRM tools and knowledge bases.

Graduation in any discipline and 1–3 years' experience required; strong English communication skills are essential.

Qualifications

• Graduation or equivalent educational background.
• Fluent proficiency in English.
• 1–3 years of experience in customer service operations.
• Experience with CRM systems and multi-channel support.

Responsibilities

• Handle inbound customer interactions (calls, emails, chats) and document interactions and outcomes accurately in case management systems.
• Provide first contact resolution using knowledge articles and scripts.
• Perform customer authentication and ensure compliance with data privacy guidelines.
• Follow SOPs and playbooks to ensure consistent service delivery.
• Escalate unresolved or complex issues per the escalation model and maintain ownership.

Skills

Omnichannel - Customer Service

Education

Graduation

Job description

Skill required: Omnichannel - Customer Service

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?

The Customer Service Advisor role supports a large, global, client in the energy sector, delivered through Accenture’s Customer Operations function. The role is part of a multi-channel customer service operation, providing support to end users (B2B and B2C) while ensuring strict adherence to client contractual requirements, service level agreements (SLAs), quality standards, and data privacy obligations.

What are we looking for?

• Education - Graduation or Equivalent
• Fluent proficiency (spoken and written) in the designated client service language (English)
• Working proficiency in English for internal communication, documentation, and training
• Language requirements are aligned to the supported customer market and client contract.
• Strong Customer Operations delivery mindset, with emphasis on accuracy and compliance
• Experience handling high-volume customer interactions across multiple channels
• Working knowledge of CRM systems, case management platforms, and knowledge repositories
• Effective verbal and written communication skills, aligned to scripted and semi-scripted environments
• Ability to follow defined workflows, SOPs, and escalation paths consistently
• Understanding of SLA, KPI, and QA frameworks used in managed services delivery
• High attention to detail when documenting customer interactions and case outcomes
• Team-oriented approach, with openness to coaching, quality calibration, and continuous improvement
• Basic proficiency in standard desktop and business applications
• Role operates within client-defined service windows, which may include:
  • Rotational shifts
  • Weekends and public holidays
  • Extended or non-standard business hours
• Flexibility to work in a shift-based, client-aligned delivery model is a core requirement of the role.

Roles and Responsibilities:

• Handling inbound customer interactions (calls, emails, chats, tickets) and ensuring accurate and complete documentation of all interactions, cases, and outcomes in approved case management and ticketing tools
• Providing first contact resolution (FCR) wherever possible by applying approved knowledge articles, scripts, and process documentation
• Performing customer authentication and security verification in line with client requirements, Accenture controls, and GDPR/data protection regulations
• Following standard operating procedures (SOPs), desk procedures, and playbooks to ensure consistent, compliant service delivery
• Escalating unresolved, complex, or exception-based queries via the defined escalation model, ensuring clear ownership and traceability
• Meeting or exceeding service level targets including productivity, quality scores, response times, and resolution metrics
• Performing outbound interactions or follow-ups where required, in line with operational and compliance guidelines
• Supporting knowledge base and process documentation accuracy by providing feedback on recurring issues, content gaps, and process changes
• Complying with schedule adherence, attendance, and productivity expectations within a structured, shift-based delivery environment

This is a delivery-focused individual contributor role, with accountability for personal performance, quality outcomes, and customer experience rather than people management activities.