Customer Contact Comms Specialist - Voice

Accenture in India; Gurugram District; Vor Ort; INR 1.200.000 - 1.800.000; Vollzeit

Zusammenfassung

Accenture PLC in India is seeking a Customer Contact Comms Specialist to manage customer queries across email and chat, handle escalations, and resolve complaints within SLAs. The role requires strong communication skills and experience in omnichannel customer interactions.

You will work within the Customer Support vertical, analyzing moderately complex issues, and may rotate shifts. Graduation is required with 7–11 years of experience.

Qualifikationen

• Graduation completed
• 7–11 years of relevant experience
• Omnichannel - Customer Communications expertise
• Strong email and chat typing skills
• Experience handling escalations and SLA-driven resolutions

Aufgaben

• Manage and resolve customer queries across channels (email, chat, phone).
• Handle escalations and complaints, ensuring timely resolutions.
• Close faults and complaints within SLA targets.
• Understand customer needs and provide best possible resolutions.

Kenntnisse

Omnichannel - Customer Communications

Ausbildung

Graduation

Jobbeschreibung

Job Description:

Skill required: Omnichannel - Customer Communications

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.
• 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 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