Customer Contact Communications Associate – Messaging

About the role

Accenture is seeking a Customer Contact Communications Associate to join its Customer Support vertical. The associate will handle non‑voice interactions such as chat, email and web, assisting US‑based customers primarily in the telecom sector.

Key responsibilities

• Manage and resolve customer queries, escalations and complaints through chat and other non‑voice channels.
• Close faults and complaints within defined SLA windows.
• Record, diagnose, troubleshoot and assign incidents or service requests.
• Maintain accurate documentation in the CRM system and update status in real time.
• Collaborate with team members and supervisors to ensure consistent service quality.

Required profile

• Graduation in any discipline.
• 1‑3 years of experience in customer support, service desk or related non‑voice roles.
• Strong written and spoken English with excellent comprehension and analytical abilities.
• Ability to work US shifts in a 24/7 environment and handle pressure.
• Adaptable, team‑oriented and committed to quality outcomes.

Required skills

• Proficiency with CRM solutions.
• Advanced MS Excel skills.
• Typing speed of at least 25 wpm with 85 % accuracy.

What we offer

• Opportunity to work for a global leader in digital, cloud and security services.
• Exposure to a diverse client base across more than 40 industries.
• Professional development within Accenture’s extensive learning ecosystem.