Customer Contact Comms Analyst-Messaging

Skill required: Omnichannel - Customer Service


Designation: Customer Contact Comms Analyst


Qualifications:Any Graduation


Years of Experience:3 to 5 years


What would you do The Customer Operations SME role supports a large, global client in the energy sector, delivered through Accentures Customer Operations function. The role operates within a multi-channel, customer operations environment, supporting B2B and B2C interactions.

The SME acts as a process and domain expert, providing guidance, issue resolution support, and quality stabilization to ensure delivery in line with client contractual requirements, service level agreements (SLAs), quality standards, and data privacy obligations. Client identity is managed in strict accordance with Accenture confidentiality policies.


What are we looking for Strong BPMS / Customer Operations domain knowledge

Proven experience supporting non-voice customer service operations

Ability to resolve complex, ambiguous, or exception-driven cases

Strong understanding of SLA, KPI, QA, and compliance frameworks in a managed services environment

Working knowledge of CRM systems, ticketing tools, and knowledge management platforms

High attention to detail and accuracy in case assessment and documentation

Ability to provide clear, structured guidance to front-line teams

Strong written communication skills aligned to customer-facing and internal documentation standards

Collaborative mindset with openness to continuous improvement and quality feedback

Proficiency in standard desktop and business productivity tools

Fluent written proficiency in English, suitable for customer interaction, case handling, and documentation

English language capability sufficient for internal communication, training, and quality discussions

Language requirements are aligned to the supported customer market and client contract.

Role operates within client-defined service windows, primarily:

Monday to Friday, 08:00 17:00 CET

Flexibility is required for:

Shift deviations or temporary extended coverage

Business continuity or client-driven operational needs

Ability to work within a structured, client-aligned delivery schedule is mandatory.


Roles and Responsibilities: As a Customer Operations SME, you will provide subject-matter expertise and operational support to front-line delivery teams while contributing to service stability, resolution accuracy, and continuous improvement within the BPMS delivery model.

You will be responsible for:

Acting as a point of contact for complex, escalated, or exception-based customer queries across non-voice channels (email, chat, web tickets, social media)

Providing real-time guidance and resolution support to Customer Service Advisors to drive first contact resolution and reduce repeat contacts

Validating and resolving process deviations, data inconsistencies, and edge-case scenarios within defined authority levels

Ensuring accurate case handling and documentation in approved CRM and case management systems

Supporting escalation management, including root-cause analysis and communication of resolution outcomes

Ensuring adherence to SOPs, desk procedures, control frameworks, and compliance requirements, including GDPR and data protection standards

Identifying knowledge gaps, recurring defects, and process inefficiencies, and providing structured feedback to relevant stakeholders

Contributing to the maintenance and enhancement of knowledge articles, SOPs, and training materials

Supporting quality reviews, calibrations, and audit readiness, as required by the account

Meeting individual performance expectations related to productivity, accuracy, quality, and schedule adherence

This is a non-people-manager, advanced individual contributor role, with accountability for subject-matter accuracy, operational guidance, and delivery stabilization.


Qualification Any Graduation