Customer Contact Comms Associate - Voice

About the role

Accenture is seeking a Customer Contact Communications Associate (Voice) to join its Customer Support vertical. In this position you will handle customer queries, escalations and complaints across multiple channels, ensuring timely resolution and adherence to service level agreements.

Key responsibilities

• Respond to customer inquiries via phone, email and chat, providing accurate information and solutions.
• Manage escalations and resolve complaints, aiming for first‑contact resolution whenever possible.
• Close faults and complaints within defined SLA targets.
• Document interactions and follow established guidelines and processes.
• Collaborate with team members and supervisors, contributing to a supportive work environment.
• Work rotational shifts as required to meet coverage needs.

Required profile

• Agility for quick learning and adaptation to new processes.
• Strong written and verbal communication abilities.
• Team‑oriented mindset with good collaboration and interpersonal skills.
• Flexibility to work in a dynamic, shift‑based environment.

Required skills

• Proficiency in handling omnichannel customer communications (voice, email, chat).
• Fast and accurate typing skills.