Customer Contact Comms Specialist-Voice

8103 Acc Sol Pvt Ltd Company; Bengaluru; On-site; INR 1,600,000 - 2,600,000; Full time

Job summary

Accenture in Bengaluru seeks an experienced Customer Contact Comms Specialist to manage and resolve customer queries, handle escalations, and close faults within SLA. You will work across omnichannel channels to deliver consistent service, coordinate with marketing, sales and support, and ensure high customer satisfaction.

The role requires 7 to 11 years of experience in customer service, strong problem-solving and communication skills, and the ability to work under pressure in a dynamic

Qualifications

• 7–11 years of experience in customer service / contact center roles.
• Strong ability to resolve customer queries and manage escalations within SLA.
• Excellent communication and relationship-building skills.

Responsibilities

• Analyze and resolve moderately complex customer issues.
• Coordinate across channels to ensure seamless omnichannel support.
• Address escalations and complaints with effective resolutions within SLA.
• Identify and implement process improvements for faster resolutions.
• Collaborate with cross-functional teams to enhance customer experience.

Skills

Omnichannel

Customer Service

Client relationship

Problem-solving

Prioritization

Analytical skills

Communication

Education

Any Graduation

Job description

Skill required:

Omnichannel - Customer Service Designation: Customer Contact Comms Specialist Qualifications:Any Graduation Years of Experience:7 to 11 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. 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. 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?

• Ability to establish strong client relationship
• Problem-solving skills
• Ability to perform under pressure
• Prioritization of workload
• Strong analytical skills

Roles and Responsibilities:

• In this role you are required to do analysis and solving of moderately complex problems
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person would require understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor
• May interact with peers and/or management levels at a client and/or within Accenture
• Guidance would be provided when determining methods and procedures on new assignments
• Decisions made by you will often impact the team in which they reside
• Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• 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. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong.

Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture.