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 client in Accenture s BPMS or Customer Operations function. The role forms part of a multichannel customer service operation, providing support to B2B and B2C end users while ensuring strict adherence to client contractual requirements, service level agreements, quality standards and data privacy obligations. The Customer Service Associate provides first- and second-line support for written and digital enquiries from key external customers, internal stakeholders and consumers. The role is accountable for resolving requests through approved non-voice channels with speed, accuracy, clear written communication and a strong focus on customer satisfaction. It requires broad knowledge of customer service processes, account-specific requirements and supporting systems to maximise first-contact resolution, manage expectations and deliver against agreed service levels, quality standards and compliance obligations.
What are we looking for? • Strong understanding of customer needs and behaviours, with the ability to tailor written responses while remaining within approved processes and tone-of-voice guidance. • Excellent written communication, grammar and comprehension skills, with the ability to produce clear, concise, and customer-friendly responses. • Ability to manage concurrent cases and digital conversations while maintaining accuracy, response quality and turnaround times. • Strong problem-solving, prioritisation, time-management, and organisational skills in a high-volume service environment. • Fluent written proficiency in the designated client service language: English. • Working proficiency in spoken English for internal communication, training and collaboration. • Any additional language requirement must be aligned to the supported customer 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 non-voice customer service activities in line with approved processes, service-level agreements, performance indicators and customer service values. • Provide first- and second-line support through approved written and digital channels, including email, chat, web tickets, case queues and social media, where applicable. • 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 written responses. • Handle enquiries from external customers, consumers, internal business teams and authorised third parties. • Own customer requests from receipt through resolution, maintain clear written communication, manage expectations and escalate risks to service levels or committed deadlines. • Resolve escalated 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 written 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, categorise, 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 systems. • Triage high-risk issues with potential financial, legal, regulatory or reputational impact and escalate them immediately through the defined governance route.

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 

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