Customer Contact Communications Associate – Voice

About the role

Accenture is seeking a Customer Contact Communications Associate – Voice to join its Customer Support vertical. In this role you will handle customer queries, resolve escalations and complaints, and ensure issues are closed within agreed service level agreements, delivering a seamless omnichannel experience.

Key responsibilities

• Respond to inbound voice inquiries and provide accurate, timely resolutions.
• Manage escalated cases and complaints, coordinating with relevant teams to achieve satisfactory outcomes.
• Maintain compliance with SLA targets for fault and complaint closure.
• Support omnichannel initiatives by ensuring consistent service across voice, online and mobile channels.
• Document interactions and update knowledge bases according to established guidelines.

Required profile

• 1‑3 years of experience in customer service or contact centre environments.
• Any graduate qualification.
• Intermediate proficiency in English (International).
• Willingness to work rotational shifts.
• Strong problem‑solving abilities and ability to follow guidelines.

Required skills

• Omnichannel customer service handling.
• Effective communication in English.