Customer Contact Comms Associate - Voice

Job description

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 Associate role supports a large global Customer Operations function. The role operates within a multichannel customer operations environment supporting B2B and B2C interactions. The Customer Service Associate provides first- and second-line support for telephone and written enquiries from key external customers, internal stakeholders and consumers. The role is the first point of contact for customer enquiries and is accountable for resolving requests with speed, accuracy, and a strong focus on customer satisfaction. Strong understanding of customer needs and behaviours, with the ability to adapt communication while remaining within approved processes. Excellent verbal and written communication skills and the ability to build effective relationships with customers, internal teams, and third-party partners. Strong problem-solving, prioritisation, time-management, and organisational skills in a high-volume service environment. What are we looking for? • Ability to take ownership, coordinate cross-functional resolution and follow through on open actions to completion. • Experience using CRM and ERP platforms such as Salesforce and SAP, together with proficiency in Microsoft Office applications. • Working knowledge of order management, customer enquiries, complaint and dispute resolution, data management and service-delivery controls. • Ability to follow defined workflows, SOPs, escalation paths and risk controls consistently. • High attention to detail when recording customer interactions, maintaining master or transactional data. Language Requirements • Fluent spoken and written proficiency in the designated client service language: English. • Working proficiency in English for internal communication, documentation and training. • Any additional language requirement must be aligned to the supported market and client contract. • The role operates within client-defined service windows and may include rotational shifts, weekends, public holidays, and extended or non-standard business hours. • Flexibility to work in a shift-based, client-aligned delivery model is a core requirement. Roles and Responsibilities: • Execute day-to-day customer service activities in line with approved processes, service-level agreements, performance indicators, and customer service values. • Provide first- and second-line support through telephone and written channels, including email, web-based requests, and other approved customer contact methods. • Act as a knowledgeable point of contact for key-account enquiries, using an understanding of customer requirements, processes and systems to provide accurate and timely support. • Handle enquiries from external customers, consumers, internal business teams and authorized third parties, including retail sites, commercial accounts, strategic customers and terminal-related stakeholders, as applicable to the supported scope. • Own customer requests from receipt through resolution, maintain clear communication, manage expectations, and escalate any risk to customer communication and internal escalation. • Resolve escalated telephone and written issues proactively, coordinating with other teams where required and following up on activities that remain outstanding with assigned owners. • Support account set-up, customer allocation, delivery queries, order processing, order fulfilment, and sales-order tracking in accordance with approved procedures. • Monitor supply constraints or service outages and take the required action for new and existing orders, including timely customer communication and internal escalation. • Manage complaints through to closure, identify recurring causes and provide structured feedback to support root-cause analysis and preventive action. • Log, categorize, assign and track enquiries and customer requests from receipt to completion, ensuring data is complete and accurate in CRM, case-management, ERP and data-collection system. • Triage high-risk issues with potential financial, legal, regulatory or reputational impact and escalate them through the defined governance. Any Graduation About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.