Customer Contact Comms Analyst-Messaging

Customer Contact Comms Analyst-Messaging

Skill required: Omnichannel - Customer Service
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? The Customer Operations SME role supports a large, global client in the energy sector, delivered through Accenture’s Customer Operations function. The role operates within a multi-channel, customer operations environment, supporting B2B and B2C interactions. The SME acts as a process and domain expert, providing guidance, issue resolution support, and quality stabilization to ensure delivery in line with client contractual requirements, service level agreements (SLAs), quality standards, and data privacy obligations. Client identity is managed in strict accordance with Accenture confidentiality policies.
What are we looking for? Strong BPMS / Customer Operations domain knowledge Proven experience supporting non-voice customer service operations Ability to resolve complex, ambiguous, or exception-driven cases Strong understanding of SLA, KPI, QA, and compliance frameworks in a managed services environment Working knowledge of CRM systems, ticketing tools, and knowledge management platforms High attention to detail and accuracy in case assessment and documentation Ability to provide clear, structured guidance to front-line teams Strong written communication skills aligned to customer-facing and internal documentation standards Collaborative mindset with openness to continuous improvement and quality feedback Proficiency in standard desktop and business productivity tools • Fluent written proficiency in English, suitable for customer interaction, case handling, and documentation English language capability sufficient for internal communication, training, and quality discussions Language requirements are aligned to the supported customer market and client contract. Role operates within client-defined service windows, primarily: Monday to Friday, 08:00 – 17:00 CET Flexibility is required for: Shift deviations or temporary extended coverage Business continuity or client-driven operational needs Ability to work within a structured, client-aligned delivery schedule is mandatory.
Roles and Responsibilities: As a Customer Operations SME, you will provide subject-matter expertise and operational support to front-line delivery teams while contributing to service stability, resolution accuracy, and continuous improvement within the BPMS delivery model. You will be responsible for: Acting as a point of contact for complex, escalated, or exception-based customer queries across non-voice channels (email, chat, web tickets, social media) Providing real-time guidance and resolution support to Customer Service Advisors to drive first contact resolution and reduce repeat contacts Validating and resolving process deviations, data inconsistencies, and edge-case scenarios within defined authority levels Ensuring accurate case handling and documentation in approved CRM and case management systems Supporting escalation management, including root-cause analysis and communication of resolution outcomes Ensuring adherence to SOPs, desk procedures, control frameworks, and compliance requirements, including GDPR and data protection standards Identifying knowledge gaps, recurring defects, and process inefficiencies, and providing structured feedback to relevant stakeholders Contributing to the maintenance and enhancement of knowledge articles, SOPs, and training materials Supporting quality reviews, calibrations, and audit readiness, as required by the account Meeting individual performance expectations related to productivity, accuracy, quality, and schedule adherence This is a non-people-manager, advanced individual contributor role, with accountability for subject-matter accuracy, operational guidance, and delivery stabilization.