Customer Contact Comms Associate, Voice

About the role

Customer Operations at Accenture supports a global energy client by delivering tier‑1, multi‑channel customer service. The Customer Contact Comms Associate handles inbound calls, emails, chats and tickets, documents interactions, and ensures first‑contact resolution while adhering to SLAs and compliance. Pune, on‑site, shift‑based schedule with weekends and public holidays required.

What you’ll do

• Manage inbound customer interactions across calls, email, chat, web tickets and social media
• Document all interactions, cases and outcomes in approved case management tools
• Provide first‑contact resolution using knowledge articles, scripts and processes
• Perform customer authentication and security verification per GDPR and client policies
• Escalate complex queries via defined escalation model
• Meet productivity, quality, response time and resolution targets
• Conduct outbound follow‑ups as required
• Support knowledge base accuracy by reporting recurring issues

What you’ll bring

• Any Graduation
• 1-3 years experience
• Experience with high‑volume, multi‑channel customer interactions
• Working knowledge of CRM and case management platforms
• Strong verbal and written communication in scripted environments
• Ability to follow SOPs, workflows and escalation paths
• Understanding of SLA, KPI and QA frameworks
• Basic proficiency with standard desktop applications