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Customer Contact Comms Analyst

Customer Contact Comms Analyst

Accenture in India

3 - 7 years

0 Lacs

hyderabad telangana

Posted:6 days ago| Platform: Shine logo

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Skills Required

social service desk nonvoice support excellent communication skills tech proficiency ai platforms tools knowledge user issue resolution environment

Work Mode

On-site

Job Type

Full Time

Job Description

You will be working as a Customer Contact Comms Analyst in Accenture, a global professional services company known for its expertise in digital, cloud, and security solutions. Your main responsibility will be to provide non-voice support through email and chat processes, resolving customer queries, handling escalations, and ensuring customer satisfaction by providing timely and effective solutions within SLAs. **Key Responsibilities:** - Manage and resolve customer queries, escalations, and complaints efficiently - Record, diagnose, troubleshoot, and resolve incidents and service requests - Work on email and chat platforms to provide support to customers - Maintain communication with peers and supervisors to update on work progress - Follow defined scope of support to ensure smooth operations and customer satisfaction - Adhere to SLAs and ensure prompt closure of faults and complaints - Work collaboratively as an individual contributor within a team environment **Qualifications Required:** - Graduation in any field - Excellent communication skills both written and verbal - Proficiency in technology and knowledge of AI platforms and tools - Prior experience in user issue resolution environment In this role, you will mainly focus on analyzing and solving lower-complexity problems, with limited exposure to clients and Accenture management. You will receive moderate-level instructions for daily tasks and detailed guidance for new assignments. Your decisions will impact your own work and potentially the work of others. Please note that rotational shifts may be required for this position. *Note: The job description includes details about the company Accenture, which is a global professional services company with a wide range of capabilities in various industries. For more information, you can visit www.accenture.com.*,

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Customer Contact Comms Analyst