Customer Contact Communications Associate – Messaging

About the role

Accenture is seeking a Customer Contact Communications Associate focused on messaging to join its Mumbai team. The role involves handling inbound digital conversations, supporting customers with billing, device issues, and service queries, and ensuring a high‑quality experience across chat platforms.

Key responsibilities

• Manage inbound customer chats and messages through digital platforms.
• Address billing and payment enquiries and assist with account administration.
• Provide product, service and handset troubleshooting support.
• Identify upselling and cross‑selling opportunities and contribute to retention initiatives.
• Guide customers through self‑service tools and maintain accurate CRM records.
• Collaborate with internal teams to resolve escalated issues and ensure compliance with policies.

Required profile

• Graduation from a recognized university.
• 1–3 years of experience in customer service, digital support or inbound messaging.
• Excellent written English communication skills.
• Strong problem‑solving, analytical ability and attention to detail.
• Ability to handle multiple conversations simultaneously and work independently.

Required skills

• Proficiency with CRM systems.
• Experience using digital messaging platforms.
• Live chat support expertise.

What we offer

• Competitive salary package (₹4 LPA – ₹8 LPA).
• Opportunity to work with a global technology leader.
• Career growth and development programmes.
• Exposure to international business processes and certification opportunities.
• Inclusive and diverse workplace environment.