Skill required: Omnichannel - Customer Service
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 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? The Customer Operations SME role supports a large, global client in the energy sector, delivered through Accenture’s Customer Operations function. The role operates within a multi-channel, customer operations environment,



supporting B2B and B2C interactions.

The SME acts as a process and domain expert, providing guidance, issue resolution support, and quality stabilization to ensure delivery in line with client contractual requirements, service level agreements (SLAs), quality standards, and data privacy obligations. Client identity is managed in strict accordance with Accenture confidentiality policies.
What are we looking for? Strong BPMS / Customer Operations domain knowledge

Proven experience supporting non-voice customer service operations

Ability to resolve complex, ambiguous, or exception-driven cases

Strong understanding of SLA, KPI, QA, and compliance frameworks in a managed services environment

Working knowledge of CRM systems, ticketing tools, and knowledge management platforms

High attention to detail and accuracy in case assessment and documentation

Ability to provide transparent, structured guidance t

📌 Customer Contact Comms Analyst-Messaging (Pune)
🏢 Accenture
📍 Pune