Customer Service Representative – Messaging

About the role

Accenture is seeking a Customer Service Representative focused on messaging to join its Next Generation Customer Operations team. The role involves handling employee, customer and vendor queries, managing escalations, and ensuring resolutions within defined SLAs, primarily for the US region with night‑shift coverage.

Key responsibilities

• Respond to and resolve customer and employee inquiries via calls, email and chat (60‑70% voice, rest non‑voice).
• Handle escalations and complaints, providing appropriate resolutions and closing faults within SLA.
• Record, diagnose, troubleshoot and assign incidents and service requests.
• Manage unplanned interruptions to restore normal service operations quickly.
• Maintain accurate documentation of interactions and follow‑up actions.

Required profile

• Graduates with 3‑5 years of experience in customer or employee support.
• Strong verbal and written communication skills.
• Excellent problem‑solving and logical thinking abilities.
• Ability to work night‑shift hours aligned with IST for US‑region support.
• Detail‑oriented and customer‑focused mindset.

Required skills