Job Title: Customer Contact Comms Associate – Messaging
Company: Accenture
Location: Gurugram, Haryana, India
Location Type: On-Site
Department: Non IT Jobs
Job No.: AIOC-S01655629
Qualification: Any Graduation
Experience: 1 to 3 years
Salary: Not disclosed
Employment Type: Full Time
About the Role
Accenture is hiring a Customer Contact Comms Associate for its Messaging team in Gurugram. You will be aligned with the Customer Support vertical and will manage and resolve customer queries, handle escalations and complaints from dissatisfied customers, and provide the best possible resolutions. The role is a non-voice profile covering email, web and chat interactions, and requires you to close faults and complaints within defined SLAs. The primary skill for this position is Chat – Service Desk Non-Voice Support.
Key Responsibilities
- Manage and resolve customer queries and handle escalations and complaints from dissatisfied customers.
- Close faults and complaints within the agreed SLAs.
- Record, diagnose, troubleshoot, resolve or assign incidents and service requests based on the defined scope of support.
- Manage unplanned interruptions and restore normal service operations as quickly as possible for non-voice interactions such as email, web and chat.
- Solve routine problems largely through precedent and referral to general guidelines.
- Work with multiple tools and multitask to provide the best resolution to the customer.
- Operate as an individual contributor within a team, with a predetermined and focused scope of work.
- Interact mainly within your own team and with your direct supervisor, with detailed to moderate instruction on daily tasks.
- Work in rotational shifts as required by the process.
Eligibility Criteria
- Any Graduation.
- 1 to 3 years of relevant experience (the job posting also lists 0–2 years).
- Excellent written and spoken English skills.
- Strong comprehension and analytical skills to understand customer needs and provide solutions based on account analysis.
- Typing speed of 25 words per minute with 85% accuracy.
- Functional knowledge of CRM solutions and MS Excel.
- Domain knowledge of US Customer Service, preferably the telecom industry.
- Confident, able to probe for responses and empathise with customers; customer centric with strong conversational skills.
- Ability to meet deadlines, perform under pressure and work well in a team.
- Adaptable and flexible, with a commitment to quality.
- Willingness to work mainly US shifts in a 24/7 environment with shift rotations.
- Sales, retention or technical support experience will be an added advantage.
Selection Process
Apply online through the official application link given below. Shortlisted candidates will be contacted by the Accenture recruitment team for an assessment and interview rounds, followed by document verification and the final offer.
How to Apply
Interested and eligible candidates can apply online for the Customer Contact Comms Associate role at Accenture, Gurugram using the official Accenture careers link below.
