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Customer Contact Comms Analyst-Messaging at Accenture - ApplyBlast

Customer Contact Comms Analyst-Messaging

Accenture

4 months ago

3.9 on Glassdoor

Mumbai, India

Hybrid

Full Time

Senior

0 applicants

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About this role

A Customer Contact Comms Analyst at Accenture serves as a Subject Matter Expert for business inbound messaging chat, acting as the primary point of contact for complex inquiries and agent assistance. This role involves providing real-time guidance, coaching, and escalation support to frontline chat agents while driving continuous improvement in customer experience and operational excellence. The analyst collaborates with team leaders and operations teams to ensure accurate resolution of customer concerns and overall performance targets.

Responsibilities

Support complex chat operations and act as primary point of contact for agent assistance
Provide real-time guidance, coaching, and escalation support to frontline chat agents
Collaborate with operations teams to improve performance and customer satisfaction
Ensure accurate and timely resolution of customer concerns using deep product knowledge
Analyze data and generate reports on quality, productivity, and customer satisfaction targets

Skills

Qualifications

Any Graduation

About Accenture

accenture.com

Headquarters

Canal Harbour, Westmeath, Ireland

Company Size

10001+ employees

Founded

1989

View Profile

Accenture is a global professional services company providing consulting, technology, operations and digital transformation services to organizations worldwide.