Customer Contact Comms Senior Analyst - Voice

Accenture in India; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Accenture PLC in India is seeking a Customer Contact Comms Senior Analyst to support customer communications across channels, including email and chat. The role requires 5 to 8 years of experience and a graduation in any discipline.

You will handle customer queries, manage escalations, and close faults within SLA, contributing to high-quality resolutions. The position may involve rotational shifts to meet business needs.

Qualifications

• Graduation in any discipline.
• 5 to 8 years of experience in customer communications.
• Excellent email and chat typing skills.
• Ability to resolve customer queries within SLA.

Responsibilities

• Handle customer queries, escalations and complaints across channels.
• Resolve faults and complaints within SLA.
• Engage in email and chat processes with strong typing skills.
• Interact with peers and occasionally with clients/management.

Skills

Omnichannel

Customer Communications

Email Responsiveness

Chat Handling

Education

Graduation (Any)

Job description

Job Description:

Skill required: Omnichannel - Customer Communications
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 communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints.
• Customer communications can happen over the phone, via text, over chat, or face to face. What are we looking for?
• Primary skill - Customer Communications - P5 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

Requirements: