Job
Description
As a Customer Contact Comms Analyst at Accenture, your role will involve delivering exceptional customer and consumer support across various communication channels such as inbound, outbound, email, chat, social media, SMS, and online reviews. Your responsibilities will include resolving complaints, processing orders and returns, and ensuring a positive customer experience. You will work within SAP and Salesforce, demonstrating strong communication, empathy, and problem-solving skills while maintaining accuracy and attention to detail. **Key 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 reflecting brand values and enhancing 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 **Qualifications Required:** - Any Graduation - 3 to 5 years of experience - Experience in a customer service or contact center 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 Please note that this position will involve working with multimedia/multichannel support, covering customer service, customer contact, and technical support. It is essential to possess the mentioned experience and skills to excel in this role at Accenture. As a Customer Contact Comms Analyst at Accenture, your role will involve delivering exceptional customer and consumer support across various communication channels such as inbound, outbound, email, chat, social media, SMS, and online reviews. Your responsibilities will include resolving complaints, processing orders and returns, and ensuring a positive customer experience. You will work within SAP and Salesforce, demonstrating strong communication, empathy, and problem-solving skills while maintaining accuracy and attention to detail. **Key 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 reflecting brand values and enhancing 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 **Qualifications Required:** - Any Graduation - 3 to 5 years of experience - Experience in a customer service or contact center 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 Please note that this position will involve working with multimedia/multichannel support, covering customer service, customer contact, and technical support. It is essential to possess the mentioned experience and skills to excel in this role at Accenture.
