Customer Contact Comms Associate-Messaging

Customer Contact Comms Associate-Messaging

Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 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 Service Advisor role supports a large, global, client in the energy sector, delivered through Accenture’s Customer Operations function. The role is part of a multi-channel customer service operation, providing support to end users (B2B and B2C) while ensuring strict adherence to client contractual requirements, service level agreements (SLAs), quality standards, and data privacy obligations.
What are we looking for? Strong Customer Operations delivery mindset, with emphasis on accuracy and compliance Experience handling high-volume customer interactions across multiple channels Working knowledge of CRM systems, case management platforms, and knowledge repositories Effective verbal and written communication skills, aligned to scripted and semi-scripted environments Ability to follow defined workflows, SOPs, and escalation paths consistently Understanding of SLA, KPI, and QA frameworks used in managed services delivery High attention to detail when documenting customer interactions and case outcomes Team-oriented approach, with openness to coaching, quality calibration, and continuous improvement Basic proficiency in standard desktop and business applications Fluent proficiency (spoken and written) in the designated client service language (English) Working proficiency in English for internal communication, documentation, and training Language requirements are aligned to the supported customer market and client contract. Role operates within client-defined service windows, which may include: Rotational shifts Weekends and public holidays Extended or non-standard business hours Flexibility to work in a shift-based, client-aligned delivery model is a core requirement of the role.
Roles and Responsibilities: As a Customer Service Advisor within BPMS / Customer Operations, you will deliver Tier 1 customer support services by managing customer interactions across agreed channels (email, chat, web tickets, social media) in strict adherence to client-defined SLAs, quality standards, and compliance requirements. You will be responsible for: Handling inbound customer interactions (emails, chats, tickets) and ensuring accurate and complete documentation of all interactions, cases, and outcomes in approved case management and ticketing tools Providing first contact resolution (FCR) wherever possible by applying approved knowledge articles, scripts, and process documentation Performing customer authentication and security verification in line with client requirements, Accenture controls, and GDPR/data protection regulations Following standard operating procedures (SOPs), desk procedures, and playbooks to ensure consistent, compliant service delivery Escalating unresolved, complex, or exception-based queries via the defined escalation model, ensuring clear ownership and traceability Meeting or exceeding service level targets including productivity, quality scores, response times, and resolution metrics Performing outbound interactions or follow-ups where required, in line with operational and compliance guidelines Supporting knowledge base and process documentation accuracy by providing feedback on recurring issues, content gaps, and process changes Complying with schedule adherence, attendance, and productivity expectations within a structured, shift-based delivery environment This is a delivery-focused individual contributor role, with accountability for personal performance, quality outcomes, and customer experience rather than people management activities.