Customer Contact Comms Associate - Voice

Accenture in India; Navi Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

Accenture in India is seeking a Customer Contact Comms Associate in Navi Mumbai to manage customer queries, handle escalations, and resolve complaints within SLA. The role emphasizes email and chat proficiency and strong typing skills, with a focus on Omnichannel channels strategy.

You will analyze customer interactions, optimize channel resources, and support end-to-end operational improvements, including shift rotations as needed.

Qualifications

• 1–3 years of experience required.
• Graduation in any discipline is acceptable.

Responsibilities

• Handle customer queries, manage escalations, and resolve complaints within SLA.
• Close faults and complaints within SLA.
• Process emails and chats efficiently; strong typing is preferred.
• Analyze customers and partners, optimize resources across channels to improve ROI.
• Support end-to-end operations with channel strategy alignment.
• Be prepared for rotational shifts.

Skills

Omnichannel - Channels Strategy

Education

Any Graduation

Job description

Skill required:

Omnichannel - Channels Strategy

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?

• 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.
• Candidate who is good in email and chat process who is good in typing is what is preferred here
• Analyze customers and partners, optimize resources across channels to optimize return on investment (ROI), end-to-end (E2E) capability and operating model assessment and prioritization, technology enabled process and solution architecture to enable Routes to Market at speed, and options for rapid deployment through outsourced services. What are we looking for?
• Primary skill - Channels Strategy - P5 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