Job Description

Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 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 784,000 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? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels. Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.
What are we looking for? Serve as the first point of contact for internal stakeholders, suppliers, and vendors via voice calls and email support. Handle Accounts Payable (AP) and Procurement related queries including: Invoice submission, validation, and payment status PO / PR creation, amendments, and status tracking GR/IR issues, holds, rejections, and discrepancies Vendor onboarding and master data updates Log, track, and manage tickets in the ticketing system (e.g., ServiceNow), ensuring accurate categorization and documentation. Provide end-to-end query resolution within defined SLAs, ensuring timely follow-ups with suppliers and internal teams. Perform root cause analysis for recurring issues and recommend process improvements. Coordinate with AP, Procurement, Contract, and Finance teams to resolve complex or escalated issues. Maintain clear, professional, and compliant communication with stakeholders at all times. Update knowledge articles, FAQs, and standard response templates to improve first-contact resolution. Ensure adherence to process controls, compliance standards, and audit requirements. Prepare and share daily/weekly reports on ticket volume, aging, SLA adherence, and resolution trends. Serve as the first point of contact for internal stakeholders, suppliers, and vendors via voice calls and email support. Handle Accounts Payable (AP) and Procurement related queries including: Invoice submission, validation, and payment status PO / PR creation, amendments, and status tracking GR/IR issues, holds, rejections, and discrepancies Vendor onboarding and master data updates Log, track, and manage tickets in the ticketing system (e.g., ServiceNow), ensuring accurate categorization and documentation. Provide end-to-end query resolution within defined SLAs, ensuring timely follow-ups with suppliers and internal teams. Perform root cause analysis for recurring issues and recommend process improvements. Coordinate with AP, Procurement, Contract, and Finance teams to resolve complex or escalated issues. Maintain clear, professional, and compliant communication with stakeholders at all times. Update knowledge articles, FAQs, and standard response templates to improve first-contact resolution. Ensure adherence to process controls, compliance standards, and audit requirements. Prepare and share daily/weekly reports on ticket volume, aging, SLA adherence, and resolution trends.
Roles and Responsibilities: oIn this role you are required to solve routine problems, largely through precedent and referral to general guidelines o Your expected interactions are within your own team and direct supervisor o You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments o The decisions that you make would impact your own work o You will be an individual contributor as a part of a team, with a predetermined, focused scope of work o Please note that this role may require you to work in rotational shifts
Any Graduation
About Accenture Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services--creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.
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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.

Skills Required