Customer Contact Communications Associate – Voice

About the role

Accenture is seeking a Customer Contact Communications Associate focused on voice interactions. You will join the Customer Support vertical, handling customer queries, escalations and complaints across multiple channels while ensuring resolutions are delivered within SLA commitments.

Key responsibilities

• Manage inbound and outbound voice communications with customers in the travel and hospitality sector.
• Resolve routine issues by following established guidelines and refer complex cases as needed.
• Handle escalations and complaints, providing timely and satisfactory resolutions.
• Close faults and complaints within defined service level agreements.
• Collaborate with team members and supervisors to maintain consistent service quality.
• Work rotational shifts to ensure 24/7 coverage.

Required profile

• Adaptable and flexible with a quick learning ability.
• Commitment to quality and strong teamwork orientation.
• Excellent written and verbal communication skills.
• Experience or interest in the travel, hospitality, or related sub‑segments (hotel, resort, cruise, OTA, airline, etc.).
• Graduates of any discipline with 1‑3 years of relevant experience.

Required skills

• Omnichannel customer communication understanding.

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 120 countries.
• Professional development within a collaborative, inclusive environment.