Customer Contact Communications Associate – Voice

About the role

As a Customer Contact Communications Associate – Voice you will join Accenture’s Customer Support vertical, providing first‑line assistance to customers across multiple channels. You will handle inbound voice queries, resolve issues, manage escalations and ensure complaints are closed within agreed service levels.

Key responsibilities

• Respond to customer inquiries via voice, delivering accurate and timely solutions.
• Manage escalations and complaints, coordinating with relevant teams to achieve resolution.
• Close faults and complaints within defined SLA targets.
• Follow established guidelines and precedents to solve routine problems.
• Maintain detailed records of interactions and outcomes.
• Work rotational shifts as required to support 24/7 operations.

Required profile

• 1–3 years of experience in customer service or contact centre environments.
• Any graduate qualification.
• Adaptable, flexible and quick to learn.
• Strong written and verbal communication skills.
• Experience in travel, hospitality or related sub‑segments (hotel, resort, cruise, OTA, airline, etc.) is preferred.
• Ability to work effectively within a team and follow supervisory guidance.

Required skills

• Proficiency in omnichannel customer communications, with a focus on voice interactions.
• Capability to handle complaints and escalations while adhering to SLA commitments.
• Team collaboration and adherence to quality standards.