Business Advisory Analyst - Voice

Role Overview Accenture is hiring a Business Advisory Analyst for its Next Generation Customer Operations team in Gurugram. In this voice-based role, you will be the frontline point of contact for customers, handling inquiries, complaints, order and return processing, and general product-related queries. You will work within a dynamic engagement centre environment that supports multimedia and multichannel customer service operations. Key Responsibilities - Handle inbound customer calls and assist with complaint resolution, order processing, and return requests - Manage support and service escalations and transfer cases to the Tier 2 department when required - Track, document, and report system issues in a timely and accurate manner - Stay updated with system changes, product information, and process updates - Adhere to service level agreements and account KPIs consistently - Assist with process documentation and support new processes as introduced by the client - Follow assigned schedules to ensure full coverage of operational hours Required Qualifications - Any graduate degree from a recognised university - 3 to 5 years of experience in inbound and outbound customer service roles - Comfortable working in a fast-paced, high-pressure environment - Strong communication skills and a customer-first approach - Familiarity with multichannel support including customer contact and technical assistance Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries, offering unmatched growth opportunities and a culture that embraces innovation. Joining this team means being part of one of the world's most advanced intelligent operations networks with real scope for career development.

- Any graduation from a recognised university - 3 to 5 years of inbound and outbound customer service experience - Experience working under pressure in a high-volume environment - Strong verbal communication skills for voice-based support - Ability to handle escalations and coordinate with Tier 2 teams - Knowledge of customer service tools and multichannel support platforms - Ability to comply with SLAs, KPIs, and scheduled operational hours

- Opportunity to work with a globally recognised professional services organisation - Exposure to Next Generation Customer Operations and advanced technology platforms - Career growth within Accenture's large and diverse operations network - Collaborative and inclusive work environment