Customer Contact Communications Associate

Accenture India Private Limited; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

Accenture India Private Limited is seeking a Customer Contact Comms Associate to handle inbound digital chats for business customers, addressing billing, product and service inquiries, and device support. The role emphasizes strong written communication and CRM documentation, with opportunities to identify upsell and retention opportunities.

The candidate should have 1–3 years of experience in customer service, digital support, or inbound messaging, and possess excellent English communication

Qualifications

• Excellent written communication via chat and professional engagement.
• 2-5 years of experience in customer service, digital support, or inbound messaging (B2B preferred).
• Proficiency in CRM systems and digital engagement tools.

Responsibilities

• Manage inbound chat interactions with business customers.
• Support billing, digital services, product inquiries, and device issues.
• Document interactions and outcomes in the CRM.
• Ensure compliance with data protection and internal procedures.
• Identify upsell, cross-sell, and retention opportunities during conversations.

Skills

Omnichannel - Customer Service

Excellent written communication

Commercial awareness

Analytical skills

CRM proficiency

Education

Graduation

Tools

CRM systems

Digital engagement tools

Job description

Customer Contact Comms Associate Skill required: Omnichannel - Customer Service Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years Language - Ability: English(International) - Expert

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?

These interactions span a range of support areas, including billing and payments, digital services, product and service enquiries, handset and device support, general or ad-hoc queries, and account administration. Throughout these engagements, it is important to identify and capitalise on value-added opportunities that support sales, drive revenue growth, and strengthen customer retention within the channel.

The Business Inbound Messaging (Chat) Agent is responsible for supporting business customers through digital messaging channels, providing timely and effective assistance across a wide range of account, product, and service-related enquiries. Operating at a Senior Analyst level, this role requires strong digital communication skills, commercial awareness, and the ability to identify and capitalise on value-added opportunities that drive sales, support revenue growth, and enhance customer retention. Agents play a key role in delivering a seamless and efficient customer experience while contributing to broader business objectives.

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?

• "Excellent written communication skills with the ability to engage customers clearly and professionally via chat. Strong commercial awareness with the ability to identify and act on sales and retention opportunities. Advanced problem-solving and analytical skills. Ability to manage multiple concurrent chat conversations effectively. High attention to detail and accuracy in CRM documentation. Strong digital literacy and ability to navigate multiple systems simultaneously. Ability to work independently and demonstrate ownership of customer outcomes. Resilience and adaptability in a fast-paced, performance-driven environment."
• "2-5 years o experience in customer service, digital support, or inbound messaging roles (B2B experience preferred). Experience supporting customers through live chat or digital messaging platforms is strongly preferred. Proficiency in CRM systems and digital engagement tools. Telecommunications or technology sector experience is advantageous. Demonstrated ability to meet or exceed service and commercial performance targets."

Roles and Responsibilities:

• Manage inbound chat interactions with business customers via digital messaging platforms.
• Provide support across key service areas, including: Billing and payment enquiries Digital services support Product and service enquiries Handset and device troubleshooting and assistance General and ad-hoc queries Account administration and maintenance
• Resolve customer issues promptly while maintaining high service quality standards.
• Identify upselling, cross-selling, and retention opportunities during customer interactions.
• Guide customers through digital processes and self-service tools where appropriate.
• Accurately document customer interactions, actions taken, and outcomes within CRM systems.
• Ensure compliance with internal procedures, data protection standards, and regulatory requirements.
• Collaborate with internal teams to resolve complex or escalated issues.
• Support continuous improvement by sharing insights on customer trends, issues, and opportunities.