Business Advisory Analyst - Voice

Role Overview Accenture is hiring a Business Advisory Analyst for its Voice process in Gurugram. This role is part of the Next Generation Customer Operations vertical and focuses on delivering exceptional customer service through inbound voice support, complaint resolution, and multichannel engagement. You will be a key contributor to Accenture's growing Engagement Centre, helping clients across trade and marketing functions. Key Responsibilities - Handle inbound customer calls and address queries related to orders, returns, website registration, and product information - Manage and resolve customer complaints and support escalations efficiently - Transfer complex issues to Tier 2 departments when necessary - Track, document, and report system issues as and when they arise - Stay updated on system changes, product information, and internal process updates - Adhere to assigned schedules and ensure full compliance with service level agreements and account KPIs - Assist with process documentation and support any new processes officially added to the service scope Required Qualifications - Any graduate degree from a recognised university - 3 to 5 years of experience in inbound and outbound customer service roles - Proven ability to work effectively under pressure in a fast-paced environment - Familiarity with multichannel or multimedia customer support including voice, customer contact, and technical support - Strong communication skills and a customer-first approach Why Join Us Accenture is one of the world's leading professional services companies, empowering over 784,000 professionals across 120+ countries with cutting-edge technology and intelligent operations. Joining this team means being part of a global ecosystem that values innovation, growth, and shared success.

- Any graduation from a recognised university - 3 to 5 years of inbound and outbound customer service experience - Strong verbal communication and active listening skills - Ability to handle escalations and work under pressure - Experience in multichannel or multimedia customer support - Familiarity with service level agreements and KPI-driven environments - Basic knowledge of process documentation

- Opportunity to work with a globally recognised Fortune 500 company - Exposure to Next Generation Customer Operations and advanced service technologies - Career growth and learning opportunities within Accenture's global network - Collaborative and inclusive work environment