Customer Contact Comms Analyst-Voice

 About The Role  

Skill required: Omnichannel - Customer Communications

Designation: Customer Contact Comms Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years
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 699,000 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? We are looking for talented individuals to be responsible for delivering exceptional customer and consumer support across multiple communication channels "” inbound, outbound, email, chat, social media, SMS, and online reviews. The role focuses on resolving complaints, processing orders and returns, and ensuring a positive customer experience. Working within SAP and Salesforce, the Agent will demonstrate strong communication, empathy, and problem-solving skills while maintaining accuracy and attention to detail.

What are we looking for? Reports toTeam Lead / SupervisorNumber of Direct Reports 0Core RelationshipsInternal – Team Lead, Quality & Training Team, Marketing & Supply Chain TeamsExternal - Customers and Consumers, occasionally 3rd parties (eg. Logistics)Geographic Scope South AfricaTravel RequiredNo

Considering that the position will cover multimedia / multichannel support, like customer service, customer contact and technical support, the following experience and skills are required:Experience Required

Experience in a customer service or contact centre environment

Customer service (Inbound, Outbound) and order management experience

Proficiency in working with SAP and/or Salesforce

C1 English Level

Strong communication and analytical skills, attention to detail, and accuracy in data entry

Empathy, active listening, and emotional intelligence

Creative problem-solving and adaptability in high-pressure situations

Roles and Responsibilities:

Handle inbound and outbound interactions professionally across all channels (calls, email, chat, social media, SMS, online review platforms)

Process customer orders, returns, and complaints accurately using SAP and Salesforce systems

Deliver high-quality service that reflects brand values and enhances customer satisfaction

Demonstrate active listening, empathy, and emotional intelligence in all interactions

Identify upselling opportunities and use negotiation and influencing skills to maximize sales potential

Maintain up-to-date knowledge of product lines, policies, and promotions

Escalate complex issues appropriately while maintaining ownership until resolution

Ensure compliance with internal quality standards, service-level agreements, and data protection regulations

Provide feedback and suggestions for continuous improvement in service and process efficiency

Comply with the assigned schedule to cover the hours of operation

Support with any other new process at the time the client requires it, if it has been officially included in our range of services
 Qualification Any Graduation