Customer Contact Comms Analyst

Overview

Customer Contact Comms Analyst role within the Customer Support vertical, handling customer queries, escalations and complaints, with a focus on Service Desk voice support.

What you'll do

• Manage and resolve customer queries, handling escalations and complaints from dissatisfied customers and giving the best resolutions.
• Close faults and complaints within SLAs.
• Record, diagnose, troubleshoot, resolve or assign incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
• Carry out analysis and solve lower-complexity problems.

What you'll need

• Any graduation.
• 3 to 5 years of experience.
• Primary skill: Service Desk Voice Support (P4).
• Secondary skill: Customer Service Delivery (P4).

Nice to have

• Good in email and chat processes, and good at typing.

Details

• Location: Bengaluru.
• May require working in rotational shifts.
• Individual contributor as part of a team, with moderate-level instruction on daily tasks and detailed instructions on new assignments.
• Day-to-day interaction is with peers within Accenture before updating supervisors; limited exposure with clients or Accenture management.