Customer Contact Communications Associate – Voice

Accenture is hiring for the role of Customer Contact Communications Associate – Voice in Pune. This is a full-time customer operations opportunity for candidates with 1–3 years of experience and a graduation qualification.

The role involves providing Tier 1 customer support for a global client in the energy sector. The Customer Service Advisor will support both B2B and B2C customers through multiple communication channels while maintaining service quality, compliance, and customer satisfaction.

Key Responsibilities:

• Handle inbound customer interactions primarily through voice calls, along with email, chat, tickets, web and social media channels where required.
• Provide accurate and timely customer support while meeting defined SLAs, KPIs and quality standards.
• Resolve customer queries at first contact wherever possible by using approved knowledge articles, scripts and process documentation.
• Perform customer authentication and security verification according to client requirements and data protection policies.
• Document customer interactions, cases and resolutions accurately in approved CRM and case management systems.
• Follow standard operating procedures (SOPs), desk procedures, playbooks and defined escalation paths.
• Escalate complex, unresolved or exception-based queries through the appropriate channels.
• Perform outbound calls or customer follow-ups when required.
• Maintain high standards of accuracy, compliance, customer experience and data privacy.
• Provide feedback on recurring customer issues, knowledge-base gaps and process improvements.
• Meet schedule adherence, attendance, productivity, response-time and resolution targets in a structured shift-based environment.

Required Skills and Qualifications:

• Any Graduation or equivalent qualification.
• Fluent spoken and written English communication skills.
• Experience handling high-volume customer interactions is preferred.
• Working knowledge of CRM systems, case management platforms and knowledge repositories.
• Strong verbal and written communication skills.
• Ability to follow workflows, SOPs and escalation procedures consistently.
• Understanding of SLA, KPI and quality assurance frameworks.
• Strong attention to detail and accurate documentation skills.
• Basic proficiency in standard desktop and business applications.
• Ability to work effectively in a team-oriented and customer-focused environment.

Shift Requirements: The role may involve rotational shifts, weekends, public holidays and extended or non-standard business hours. Candidates should be flexible to work in a client-aligned shift-based environment.

This is a delivery-focused individual contributor role responsible for customer support, service quality, compliance and customer experience.