Customer Contact Communications 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
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? The SME is responsible for supporting chat operations by acting as the primary point of contact for complex customer inquiries, process clarifications, and agent assistance. The role requires deep knowledge of products, services, systems, and business processes to ensure accurate and timely resolution of customer concerns. The SME collaborates closely with Team Leaders, Quality Assurance, Training, and Operations teams to improve performance and customer satisfaction. The Subject Matter Expert (SME) for Business Inbound Messaging Chat serves as a key resource for frontline chat agents, ensuring high-quality customer interactions and operational excellence across chat support channels. The SME provides real-time guidance, process expertise, coaching, and escalation support while driving continuous improvement in customer experience, productivity, and compliance
What are we looking for? "• Strong understanding of chat support operations and customer service processes. • Proficiency in CRM, ticketing, and chat management systems. • Ability to navigate multiple applications simultaneously. • Strong data analysis and reporting skills. " "• 2–5 years of experience in customer service, contact center, or chat support operations. • Minimum 1–2 years of experience in a senior agent, SME, quality, or team support role. • Demonstrated experience handling escalated customer interactions. • Experience with customer support technologies, CRM systems, and knowledge management tools. • Proven track record of meeting quality, productivity, and customer satisfaction targets"
Roles and Responsibilities: "Operational Support Knowledge Management Coaching and Development Quality and Performance Improvement Stakeholder Collaboration Reporting and Analysis "