Customer Contact Communications Associate – Voice

About the role

Accenture is seeking a Customer Contact Communications Associate focused on voice interactions. In this position you will support customers over the phone, handling inquiries, diagnosing issues and ensuring service continuity. The role is part of the Customer Operations – Voice team, delivering direct and personalized assistance.

Key responsibilities

• Answer inbound voice calls and respond to customer queries in a professional manner.
• Record, diagnose, troubleshoot and resolve incidents or service requests within the defined scope.
• Escalate or assign complex cases to appropriate teams following established guidelines.
• Manage unplanned service interruptions to restore normal voice operations promptly.
• Follow detailed instructions for routine tasks and adapt to new assignments as required.
• Collaborate with team members and supervisors, adhering to shift schedules, including rotational shifts.

Required profile

• Any graduate degree.
• 1–3 years of experience in voice‑based customer support or service desk environments.
• Fluent English (international) with advanced proficiency.
• Ability to work in a team, follow guidelines and make decisions impacting own work.

Required skills