Customer Contact Communications Associate – Voice

About the role

Accenture is seeking a Customer Contact Communications Associate focused on voice interactions. The role is part of the Customer Support vertical, handling customer queries, escalations and complaints across multiple channels while ensuring resolutions within SLA.

Key responsibilities

• Respond to inbound voice calls, emails and chat messages, addressing customer issues and inquiries.
• Manage escalations and complaints, providing effective resolutions and closing cases within defined SLA targets.
• Document interactions accurately and update internal systems.
• Collaborate with peers and supervisors to analyze lower‑complexity problems and propose solutions.
• Maintain quality standards and adhere to company policies.

Required profile

• Adaptable and flexible, able to work under pressure.
• Strong written and verbal communication skills.
• Commitment to delivering quality service and building client relationships.
• Graduates of any discipline with 1‑3 years of relevant experience.

Required skills

• Proficiency in handling email and chat communications.
• Fast and accurate typing skills.
• Familiarity with omnichannel customer communication processes.