Customer Contact Comms Analyst
Accenture
0 - 3 years
Bengaluru
Posted: 13/09/2025
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Job Description
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? The Real-Time Tier 1 Specialist ensures operational efficiency and service level compliance by managing workflows, supporting field operations, and improving customer experience through proactive decisions and escalations. In this role, you will be responsible for effectively communicating with our customers. Utilizing our world-class systems and collaborating with our Home Service, Planning, Business, Sales and Service teams, you will swiftly and efficiently resolve issues, embodying our "one and done" culture. Your expertise in customer communication and complaint handling will complement the tools at your disposal, ensuring we fulfil our customer promises, get unhappy path visits back on track, providing a first-class service to our engineers and customers, ensuring we get the right engineer to right job, when our customers need us.The Real-Time Tier 1 Specialist ensures operational efficiency and service level compliance by managing workflows, supporting field operations, and improving customer experience through proactive decisions and escalations. In this role, you will be responsible for effectively communicating with our customers. Utilizing our world-class systems and collaborating with our Home Service, Planning, Business, Sales and Service teams, you will swiftly and efficiently resolve issues, embodying our "one and done" culture. Your expertise in customer communication and complaint handling will complement the tools at your disposal, ensuring we fulfil our customer promises, get unhappy path visits back on track, providing a first-class service to our engineers and customers, ensuring we get the right engineer to right job, when our customers need us.
What are we looking for? Experience: 2+ years in dispatch and field services. Excellent Customer Communication Skills, proficiency in complaints handling, experience in case management, and ability to manage multiple workstreams. • Education: Any Graduates, however, ask for a passion for learning • Technical Skills: Proficiency in customer management and field services systems • Communication: o Excellent English verbal and written communication abilities, exceptional interpersonal skills. Good understanding of UK geography to support region-specific tasks and communication. • Collaboration: Excellent stakeholder management skills to raise issues and ensure KPI’s are met, balancing business needs. Shift Structure • Two primary shifts: o Shift A: 07:00–16:30 GMT o Shift B: 09:00–18:30 GMT • Rotational day offs to ensure 7-day coverage.Experience: 2+ years in dispatch and field services. Excellent Customer Communication Skills, proficiency in complaints handling, experience in case management, and ability to manage multiple workstreams. • Education: Any Graduates, however, ask for a passion for learning • Technical Skills: Proficiency in customer management and field services systems • Communication: o Excellent English verbal and written communication abilities, exceptional interpersonal skills. Good understanding of UK geography to support region-specific tasks and communication. • Collaboration: Excellent stakeholder management skills to raise issues and ensure KPI’s are met, balancing business needs. Shift Structure • Two primary shifts: o Shift A: 07:00–16:30 GMT o Shift B: 09:00–18:30 GMT • Rotational day offs to ensure 7-day coverage.
Roles and Responsibilities: Coordinate and communicate effectively with internal teams and external customers through telephony and Live chat to ensure timely resolution of issues and seamless information flow • Manage challenging visit journeys and contact customers to confirm visit date suitability. • Help manage day-to-day engineer activities, mainly including handling requests from the Onshore RTWFS Tier 2 & Field requests • Oversee customer journeys requiring additional support and attention. • Respond to internal customer inquiries and manage expectations effectively. • Support ad-hoc requests from various business areas and keep stakeholders informed. • Represent the Real Time Workflow Team in various meetings. • Monitor, Amend, control & highlight Area Performance • Assist with responding to high priority and/or complex client requests to ensure that requests are handled quickly, correctly and appropriately • Respond to Client queries and escalations on email & Phone • Provide daily updates to Field Managers and internal reports regarding routing-related issues, at-risk jobs, and incomplete activities. • Assist with team-specific activities, including Mailbox & MS teams group channel • Assist with monitoring team and individual area performance to ensure that required service levels are met, including turn-around-time, productivity and accuracyAny Graduation
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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