Customer Service Representative -Messaging

Accenture in India; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Accenture in India is seeking a Business Advisory Analyst for its Next Generation Customer Operations. You will align with the Customer Support vertical to manage and resolve customer queries, handle escalations, and ensure resolutions within SLA for non-voice channels.

The role focuses on detailed, customer-focused service, resolving faults and complaints, and contributing to optimized processes in a blended support model.

Qualifications

• Graduation is required.
• Strong communication and problem-solving skills are essential.
• Ability to work in rotational shifts and handle escalations.

Responsibilities

• Manage and resolve customer queries and escalations.
• Handle incidents and service requests within defined SLAs for non-voice channels (email, chat, web).
• Work with HR Contact Center team to improve employee and customer service processes.

Skills

Problem-solving

Written communication

Verbal communication

Risk management

Teamwork

Adaptable

Learning Assessments

Learning Operations

Learning Delivery

Education

Any Graduation

Job description

Skill required: Next Generation Customer Operations - Service Desk Non-Voice Support

Designation: Business Advisory 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. We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You Will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework!Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat."

What are we looking for?

• Learning Assessments
• Learning Operations
• Learning Delivery Operations
• Problem-solving skills
• Written and verbal communication
• Risk management
• Ability to work well in a team
• Adaptable and flexible
• Learning Assessments
• Learning Operations
• Learning Delivery Operations
• Problem-solving skills
• Written and verbal communication
• Risk management
• Ability to work well in a team
• Adaptable and flexible " 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 "