Customer Contact Comms Associate-Voice
Designation: Customer Contact Comms Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
About Accenture
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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: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines • Your expected interactions are within your own team and direct supervisor • You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments • The decisions that you make would impact your own work • You will be an individual contributor as a part of a team, with a predetermined, focused scope of work • Please note that this role may require you to work in rotational shifts
Bengaluru
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