Customer Contact Comms Associate, Messaging

About the role

Accenture's Customer Contact team drives seamless digital interactions for business clients. The Customer Contact Comms Associate, Messaging supports customers via chat, handling billing, digital services, product inquiries, device troubleshooting, and account administration while identifying upsell and retention opportunities. Mumbai, India, on-site role.

What you’ll do

• Manage inbound chat interactions with business customers
• Provide support for billing, payments, digital services, product inquiries, and device troubleshooting
• Identify and act on upselling, cross‑selling, and retention opportunities during chats
• Accurately document interactions and outcomes in CRM systems
• Ensure compliance with internal procedures and data protection standards
• Collaborate with internal teams to resolve complex or escalated issues
• Share insights on customer trends and improvement opportunities

What you’ll bring

• 1-3 years experience in customer service or digital support
• 2-5 years experience in inbound messaging or live chat
• Proficiency with CRM systems
• Strong written English communication
• Commercial awareness for upselling and retention
• Ability to manage multiple chat conversations
• Telecommunications or technology sector experience preferred
• Experience with digital engagement tools

Skills