Customer Contact Comms Associate-Voice

Accenture Infrastructure and Capital Projects, LLC; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

Accenture is hiring a Customer Contact Comms Associate in Pune to support a global energy sector client through multi-channel customer service operations. You will maintain SLA adherence, data privacy, and high-quality interactions with B2B and B2C customers.

The role requires graduation or equivalent, fluent English, and experience with CRM systems, case management tools, and knowledge repositories. Rotation shifts and client-aligned hours may apply.

Qualifications

• Graduation (any) required.
• Fluent proficiency in English (spoken and written).
• Experience handling high-volume multi-channel customer interactions.

Responsibilities

• Handle inbound customer interactions (calls, emails, chats) and document accurately in case tools.
• Provide first contact resolution where possible using knowledge articles and scripts.
• Perform customer authentication and security verification per client requirements and data protection rules.
• Follow SOPs and playbooks to ensure consistent service delivery.
• Escalate complex queries with clear ownership and traceability.
• Meet or exceed SLA, quality, and response-time targets.
• Support knowledge base and process documentation with feedback from interactions.

Skills

Omnichannel - Customer Service

Education

Graduation or Equivalent

Tools

CRM systems

Case management platforms

Knowledge repositories

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:

As a Customer Service Advisor (Career Level 12) within Customer Operations, you will deliver Tier 1 customer support services by managing customer interactions across agreed channels (mainly calls, email, chat, web tickets, social media) in strict adherence to client-defined SLAs, quality standards, and compliance requirements. You will be responsible for:

• 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.

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.