Customer Contact Comms Associate-Voice

Accenture; Mumbai City; On-site; INR 300,000 - 420,000; Full time

Job summary

Accenture is seeking a Customer Contact Comms Associate aligned with our Customer Support vertical to manage and resolve customer queries, handle escalations and complaints, and ensure fault closures within SLA. The role involves omnichannel interactions across voice channels, coordinating with marketing, sales, and service teams to deliver consistent customer experiences.

Ideal candidates have 1–3 years of experience, English proficiency (International) and a graduation degree, and must be able

Qualifications

• Omnichannel experience with service desk voice support.
• Graduation completed from a recognized institution.
• 1–3 years of relevant work experience in customer support.

Responsibilities

• Resolve customer queries and manage escalations within SLA.
• Close faults and complaints with effective resolutions.
• Coordinate across channels to ensure consistent customer experience.
• Work as part of a team and follow defined guidelines.

Skills

Omnichannel

Voice support

Teamwork

Handling escalations

Education

Any Graduation

Job description

Skill required: Omnichannel - Service Desk Voice Support
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.

What would you do?

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels. Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

What are we looking for?

• Ability to work well in a team
• Ability to handle disputes
• Ability to perform under pressure
• Ability to meet deadlines
• Commitment to quality

Roles and Responsibilities:

• In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your expected interactions are within your own team and direct supervisor
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
• The decisions that you make would impact your own work
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work
• Please note that this role may require you to work in rotational shifts

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.