Customer Service Associate

The Customer Service Associate role supports a large global client in Accenture's BPMS or Customer Operations function. The role forms part of a multichannel customer service operation, providing support to B2B and B2C end users while ensuring strict adherence to client contractual requirements, service level agreements, quality standards and data privacy obligations.

The Customer Service Associate provides first- and second-line support for written and digital enquiries from key external customers, internal stakeholders and consumers. The role is accountable for resolving requests through approved non-voice channels with speed, accuracy, clear written communication and a strong focus on customer satisfaction.

It requires broad knowledge of customer service processes, account-specific requirements and supporting systems to maximise first-contact resolution, manage expectations and deliver against agreed service levels, quality standards and compliance obligations.

Responsibilities:

• Execute day-to-day non-voice customer service activities in line with approved processes, service-level agreements, performance indicators and customer service values.
• Provide first- and second-line support through approved written and digital channels, including email, chat, web tickets, case queues and social media, where applicable.
• Act as a knowledgeable point of contact for key-account enquiries, using an understanding of customer requirements, processes and systems to provide accurate and timely written responses.
• Handle enquiries from external customers, consumers, internal business teams and authorised third parties.
• Own customer requests from receipt through resolution, maintain clear written communication, manage expectations and escalate risks to service levels or committed deadlines.
• Resolve escalated written issues proactively, coordinating with other teams where required and following up on activities that remain outstanding with assigned owners.
• Support account set-up, customer allocation, delivery queries, order processing, order fulfilment and sales-order tracking in accordance with approved procedures.
• Monitor supply constraints or service outages and take the required action for new and existing orders, including timely written customer communication and internal escalation.
• Manage complaints through to closure, identify recurring causes and provide structured feedback to support root-cause analysis and preventive action.
• Log, categorise, assign and track enquiries and customer requests from receipt to completion, ensuring data is complete and accurate in CRM, case-management, ERP and data-collection systems.
• Triage high-risk issues with potential financial, legal, regulatory or reputational impact and escalate them immediately through the defined governance route.

Requirements:

• Strong understanding of customer needs and behaviours, with the ability to tailor written responses while remaining within approved processes and tone-of-voice guidance.
• Excellent written communication, grammar and comprehension skills, with the ability to produce clear, concise, and customer-friendly responses.
• Ability to manage concurrent cases and digital conversations while maintaining accuracy, response quality and turnaround times.
• Strong problem-solving, prioritisation, time-management, and organisational skills in a high-volume service environment.
• Fluent written proficiency in the designated client service language: English.
• Working proficiency in spoken English for internal communication, training and collaboration.
• Any additional language requirement must be aligned to the supported customer market and client contract.
• The role operates within client-defined service windows and may include rotational shifts, weekends, public holidays and extended or non-standard business hours.
• Flexibility to work in a shift-based, client-aligned delivery model is a core requirement.
• Any Graduation.
• Keywords: chat process, non-voice process, non-voice, email.