Customer Service Representative – Messaging

About the role

You will join Accenture's Customer Support vertical within the Next Generation Customer Operations team. The role focuses on handling employee, customer and vendor queries, resolving escalations and complaints, and ensuring all incidents are closed within SLA. The position serves the US region, requiring night‑shift availability aligned with IST.

Key responsibilities

• Manage and resolve customer queries, escalations and complaints through calls, email and chat.
• Close faults and complaints within defined SLA targets.
• Record, diagnose, troubleshoot, and assign incidents and service requests.
• Restore normal service operations quickly for non‑voice interactions (email, web, chat).
• Maintain accurate documentation of all interactions and resolutions.

Required profile

• 3‑5 years of experience in customer or employee support.
• Detail‑oriented and customer‑focused mindset.
• Strong verbal and written communication skills.
• Excellent problem‑solving and logical thinking abilities.
• Ability to work night shifts and collaborate within a team.
• Adaptable and flexible to changing priorities.

Required skills