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Accenture in India
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Customer Contact Comms Analyst-Voice

Customer Contact Comms Analyst-Voice

Accenture in India

3 - 5 years

0 Lacs

navi mumbai maharashtra india

Posted:2 days ago| Platform:

Apply

Skills Required

strategy consulting technology network power support communication chat processing sap salesforce empathy reports training marketing logistics service management data adaptability upselling negotiation compliance schedule

Work Mode

On-site

Job Type

Full Time

Job Description

Skill required:

Omnichannel - Customer Communications

Designation:

Customer Contact Comms Analyst

Qualifications:

Any Graduation

Years of Experience:

3 to 5 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 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 to Team Lead / Supervisor Number of Direct Reports 0 Core Relationships Internal – Team Lead, Quality & Training Team, Marketing & Supply Chain Teams External - Customers and Consumers, occasionally 3rd parties (eg. Logistics) Geographic Scope South Africa Travel Required No

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

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Customer Contact Comms Analyst-Voice