Customer Contact Communications Associate – Messaging

About the role

Accenture is seeking a Customer Contact Communications Associate to handle non‑voice customer interactions through chat, email and web channels. You will work within the Customer Support vertical, primarily serving US‑based customers in the telecom sector, and will be responsible for resolving queries, managing escalations and ensuring timely closure of incidents.

Key responsibilities

• Respond to customer inquiries via chat, email and web portals, providing accurate and courteous solutions.
• Investigate, diagnose and troubleshoot issues, escalating when necessary to meet service level agreements.
• Document incidents, track progress and close complaints within defined SLA windows.
• Maintain high-quality communication, probing for details and empathizing with dissatisfied customers.
• Utilize CRM tools and Microsoft Excel to log interactions, analyze data and generate reports.
• Adhere to US shift schedules in a 24/7 environment, including shift rotations.

Required profile

• Graduation in any discipline.
• 1‑3 years of experience in customer support, service desk or related non‑voice roles.
• Excellent written and spoken English with strong comprehension and analytical abilities.
• Ability to multitask, meet deadlines and work effectively under pressure.
• Customer‑centric mindset with strong conversational skills.

Required skills

• Proficiency with CRM solutions.
• Microsoft Excel.