Customer Contact Communications Analyst (Voice)

Accenture India Private Limited; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Accenture India Private Limited in Gurugram is seeking a Customer Contact Comms Analyst to support omnichannel customer communications, resolve queries, handle escalations, and ensure timely resolution within SLAs. The role emphasizes email and chat processing with strong typing skills, and may involve working in rotational shifts to meet service levels across channels.

You will operate as part of a customer support team, contributing to higher customer satisfaction and loyalty by delivering

Qualifications

• Graduation (any field) is required.
• 3–5 years of experience in customer communications.
• Strong email and chat typing skills are preferred.

Responsibilities

• Analyze and resolve lower-complexity customer issues.
• Interact with peers and escalate to supervisors as needed.
• Meet SLAs for fault and complaint resolution.
• Handle multi-channel communications across voice, text, chat and email.

Skills

Customer Communications

Education

Graduation

Job description

Customer Contact Comms Analyst-Voice Skill required: Omnichannel - Customer Communications

Designation: Customer Contact Comms Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 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 - P4

Roles and Responsibilities:

• In this role you are required to do analysis and solving of lower-complexity problems.
• Your day to day interaction is with peers within Accenture before updating supervisors.
• In this role you may have limited exposure with clients and or Accenture management.
• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments.
• The decisions you make impact your own work and may impact the work of others.
• You will be an individual contributor as a part of a team, with a focused scope of work.
• Please note that this role may require you to work in rotational shifts