Project Role: Customer Contact Communications Representative

Project Role Description:
Identify and conduct communications activities to improve agent effectiveness and increase customer satisfaction. Create focused communications to reinforce existing processes or introduce recent ones. Help manage the tools used for agent communications.

Must have skills:
Customer Service Management

Good to have skills:
NA

Minimum Experience Required:
Minimum 5 year(s) of experience is required.

Educational Qualification:
15 years full time education

Summary

As a Customer Contact Communications Representative, a typical day involves identifying key communication activities that enhance the effectiveness of agents and contribute to higher customer satisfaction. This role includes designing targeted communications to support and reinforce current processes or to introduce new procedures. Additionally, managing and optimizing the tools used for agent communications is a vital part of daily responsibilities, ensuring smooth and efficient information flow within the team and across departments. The role requires continuous engagement with various stakeholders to maintain alignment and improve overall communication strategies.

Roles & Responsibilities

- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.




- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with cross-functional teams to ensure communication strategies align with organizational goals.
- Monitor and evaluate the effectiveness of communication tools and processes, recommending improvements as needed.
- Support junior team members by providing guidance and facilitating knowledge sharing.
- Drive initiatives that foster a collaborative and inclusive communication environment.

Professional & Technical Skills

- Must To Have Skills: Proficiency in Customer Service Management.
- Strong interpersonal and communication skills to effectively engage with diverse teams and stakeholders.
- Experience in managing communication tools and platforms to support agent interactions.
- Ability to analyze communication processes and identify areas for improvement.
- Skilled in developing clear and concise messaging tailored to different audiences.
- Capable of coordinating multiple projects and managing priorities in a dynamic environment.

Additional Information

- The candidate should have minimum 5 years of experience in Customer Service Management.
- This position is based at Client Onsite - Within India.
- A 15 years full time education is required.

Locations:
Job No. ATCI-5542854-S2021646 | Hyderabad | Required Skill: Customer Service Management

📌 Customer Contact Communications Represen (Secunderabad)
🏢 Accenture
📍 Secunderabad