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 serve as the primary point of contact for customers, handling complaints, order and return processing, inbound inquiries, and general product-related queries. You will be part of a dynamic Engagement Centre that delivers multichannel support across customer service, technical assistance, and trade marketing functions. Key Responsibilities - Handle inbound and outbound customer interactions with a focus on complaint resolution and query management - Manage service and support escalations and route complex issues to the Tier 2 department as required - Process customer orders, returns, and website registration inquiries efficiently - Track, document, and report system issues to the relevant teams in a timely manner - Stay updated on product information, system changes, and process updates - Adhere strictly to service level agreements and account-specific KPIs - Support process documentation efforts and assist with new processes as introduced by the client - Maintain compliance with the assigned schedule to ensure adequate coverage during hours of operation Required Qualifications - Any graduation degree from a recognised university - 3 to 5 years of experience in inbound and outbound customer service roles - Prior exposure to multichannel or multimedia customer support environments - Demonstrated ability to work effectively under pressure and meet performance targets - Familiarity with customer service technology and operations Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries with a workforce of over 784,000 professionals. Joining this team means being part of a culture that values innovation, inclusion, and continuous growth.

- Any graduation degree - 3 to 5 years of customer service experience - Inbound and outbound voice process experience - Experience with complaint handling and order management - Ability to work under pressure and meet SLA targets - Familiarity with customer service technology and CRM tools - Strong communication and interpersonal skills - Willingness to support process documentation and new client workflows

- Work with a globally recognised Fortune 500 company - Exposure to multichannel and next-generation customer operations - Structured career growth and learning opportunities - Collaborative and inclusive work environment