Customer Contact Communications Associate - Voice

About the Company

Accenture is a global leader in professional services, excelling in digital, cloud, and security solutions. With a workforce of 784,000 across over 120 countries, the company delivers specialized Strategy, Consulting, Technology, and Operations services powered by advanced technology and intelligent operations centers. Accenture values innovation and transformative change to generate value for clients, employees, shareholders, and communities.

Role Summary

As a Customer Contact Communications Associate in the voice segment, you will support the Customer Support vertical by managing and resolving customer queries, handling escalations, and addressing complaints from dissatisfied customers. Your goal will be to deliver effective solutions and close issues within defined service level agreements (SLAs).

This role emphasizes communication channels including email, chat, and voice interactions, requiring strong typing skills and proficiency in omnichannel customer communications, which encompass phone, text, chat, and face-to-face engagement.

Responsibilities

• Analyze and resolve issues of lower complexity within the customer support domain.
• Engage primarily with internal peers to address concerns before escalating to supervisors.
• Interact occasionally with clients and Accenture management as part of your job scope.
• Receive moderately detailed instructions for recurring tasks and comprehensive guidance for new assignments.
• Make decisions affecting your individual work and potentially influencing team operations.
• Contribute as an individual team member focusing on clearly defined responsibilities.
• Participate in rotational shift schedules as required by the role.

Requirements and Skills

• Any graduate degree is required.
• 1 to 3 years of relevant experience preferred.
• Strong written and verbal communication abilities.
• Capability to adapt and stay flexible in a dynamic work environment.
• Resilience and ability to perform effectively under pressure.
• Competence in developing and maintaining strong client relationships.
• Commitment to delivering high-quality work consistently.