MUMBAI · FULLTIME
Customer Contact Comms Associate
Accenture
Mumbai · onsite · Posted 1d ago
Sourced from
Undisclosed1–3 yrsfulltimeMumbai
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Section · 01
About this role
Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
Language - Ability:English(International) - Expert
What would you do
The Business Inbound Messaging (Chat) Agent is responsible for supporting business customers through digital messaging channels, providing timely and effective assistance across a wide range of account, product, and service-related enquiries. Operating at a Senior Analyst level, this role requires strong digital communication skills, commercial awareness, and the ability to identify and capitalise on value-added opportunities that drive sales, support revenue growth, and enhance customer retention. Agents play a key role in delivering a seamless and efficient customer experience while contributing to broader business objectives.
Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.
What are we looking for
Strong commercial awareness with the ability to identify and act on sales and retention opportunities.
Advanced problem-solving and analytical skills.
Ability to manage multiple concurrent chat conversations effectively.
High attention to detail and accuracy in CRM documentation.
Strong digital literacy and ability to navigate multiple systems simultaneously.
Ability to work independently and demonstrate ownership of customer outcomes.
Resilience and adaptability in a fast-paced, performance-driven environment.,
, 2-5 years o experience in customer service, digital support, or inbound messaging roles (B2B experience preferred).
Experience supporting customers through live chat or digital messaging platforms is strongly preferred.
Proficiency in CRM systems and digital engagement tools.
Telecommunications or technology sector experience is advantageous.
Demonstrated ability to meet or exceed service and commercial performance targets.,
Roles and Responsibilities:
Provide support across key service areas, including:
Billing and payment enquiries
Digital services support
Product and service enquiries
Handset and device troubleshooting and assistance
General and ad-hoc queries
Account administration and maintenance
Resolve customer issues promptly while maintaining high service quality standards.
Identify upselling, cross-selling, and retention opportunities during customer interactions.
Guide customers through digital processes and self-service tools where appropriate.
Accurately document customer interactions, actions taken, and outcomes within CRM systems.
Ensure compliance with internal procedures, data protection standards, and regulatory requirements.
Collaborate with internal teams to resolve complex or escalated issues.
Support continuous improvement by sharing insights on customer trends, issues, and opportunities.,
Qualification Any Graduation
Sourced from naukri
Section · 02
Skills
Customer ServiceCustomer ExperienceCustomer Retentioncustomer satisfactioncrmanalytical thinkingcrm systemsdata protectiondigital communicationdigital servicesB2BconcurrentCommunication SkillsAdministrationcompliance
Section · Company
About Accenture
Accenture
IT Services & Consulting
350k+
employees
1989
37 years old
Dublin
Ireland
About
Accenture plc is an Irish-American, professional services company based in Dublin, specializing in information technology services and consulting.
Industries
IT Services & ConsultingAnalytics & KPOSoftware ProductManagement Consulting
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