Customer Contact Comms Associate-Messaging

Skill required: Omnichannel - Customer Service


Designation: Customer Contact Comms Associate


Qualifications:Any Graduation


Years of Experience:1 to 3 years


What would you do The Customer Service Advisor role supports a large, global, client in the energy sector, delivered through Accentures Customer Operations function. The role is part of a multi-channel customer service operation, providing support to end users (B2B and B2C) while ensuring strict adherence to client contractual requirements, service level agreements (SLAs), quality standards, and data privacy obligations.


What are we looking for Strong Customer Operations delivery mindset, with emphasis on accuracy and compliance

Experience handling high-volume customer interactions across multiple channels

Working knowledge of CRM systems, case management platforms, and knowledge repositories

Effective verbal and written communication skills, aligned to scripted and semi-scripted environments

Ability to follow defined workflows, SOPs, and escalation paths consistently

Understanding of SLA, KPI, and QA frameworks used in managed services delivery

High attention to detail when documenting customer interactions and case outcomes

Team-oriented approach, with openness to coaching, quality calibration, and continuous improvement

Basic proficiency in standard desktop and business applications
Fluent proficiency (spoken and written) in the designated client service language (English)

Working proficiency in English for internal communication, documentation, and training

Language requirements are aligned to the supported customer market and client contract.
Role operates within client-defined service windows, which may include:

Rotational shifts

Weekends and public holidays

Extended or non-standard business hours

Flexibility to work in a shift-based, client-aligned delivery model is a core requirement of the role.


Roles and Responsibilities: As a Customer Service Advisor within BPMS / Customer Operations, you will deliver Tier 1 customer support services by managing customer interactions across agreed channels (email, chat, web tickets, social media) in strict adherence to client-defined SLAs, quality standards, and compliance requirements.

You will be responsible for:

Handling inbound customer interactions (emails, chats, tickets) and ensuring accurate and complete documentation of all interactions, cases, and outcomes in approved case management and ticketing tools

Providing first contact resolution (FCR) wherever possible by applying approved knowledge articles, scripts, and process documentation

Performing customer authentication and security verification in line with client requirements, Accenture controls, and GDPR/data protection regulations

Following standard operating procedures (SOPs), desk procedures, and playbooks to ensure consistent, compliant service delivery

Escalating unresolved, complex, or exception-based queries via the defined escalation model, ensuring clear ownership and traceability

Meeting or exceeding service level targets including productivity, quality scores, response times, and resolution metrics

Performing outbound interactions or follow-ups where required, in line with operational and compliance guidelines

Supporting knowledge base and process documentation accuracy by providing feedback on recurring issues, content gaps, and process changes

Complying with schedule adherence, attendance, and productivity expectations within a structured, shift-based delivery environment

This is a delivery-focused individual contributor role, with accountability for personal performance, quality outcomes, and customer experience rather than people management activities.


Qualification Any Graduation