Customer Contact Comms Senior Analyst - Voice

Accenture PLC; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Accenture plc in Bengaluru seeks a Customer Contact Communications Senior Analyst to manage customer queries, resolve escalations, and ensure SLA-compliant responses. The role emphasizes omnichannel customer service via email and chat, with focus on fast, accurate resolutions.

The candidate will analyze complex problems, work with peers and possibly clients, and may rotate shifts to meet service levels. Any Graduation with 5–8 years' experience is preferred.

Qualifications

• Graduation in any discipline is required.
• 5–8 years of relevant experience.
• Strong email/chat typing skills and customer service orientation.

Responsibilities

• Resolve customer queries and complaints across channels.
• Handle escalations and ensure SLA adherence.
• Provide accurate information and best resolutions via email and chat.
• Collaborate with peers and management as needed.
• Possibility of rotational shifts.

Skills

Customer Service

Education

Any Graduation

Job description

Skill required:

Omnichannel - Customer Service

Designation:

Customer Contact Comms Senior Analyst

Qualifications:

Any Graduation

Years of Experience:

5 to 8 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
• Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service.
• It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.

What are we looking for?

• Primary skill - Customer Service - P3

Roles and Responsibilities:

• In this role you are required to do analysis and solving of increasingly complex problems.
• Your day to day interactions are with peers within Accenture.
• You are likely to have some interaction with clients and or Accenture management.
• You will be given minimal instruction on daily work tasks and a moderate level of instruction on new assignments.
• Decisions that are made by you impact your own work and may impact the work of others.
• In this role you would be an individual contributor and or oversee a small work effort and or team.
• Please note that this role may require you to work in rotational shifts

Any Graduation

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