Business Advisory Analyst - Voice

Role Overview Accenture is hiring a Business Advisory Analyst for its Next Generation Customer Operations vertical in Gurugram. This is a voice-based customer service role within a dynamic Engagement Centre, where you will be the first point of contact for consumers seeking assistance with complaints, orders, returns, and product-related queries. You will work closely with trade and marketing teams to deliver seamless customer experiences across multiple touchpoints. Key Responsibilities - Handle inbound and outbound customer calls and resolve complaints efficiently - Manage order processing, return requests, and website registration queries - Escalate unresolved support issues to the Tier 2 department when required - Track, document, and report system issues in a timely manner - Stay updated on system changes, product information, and process updates - Adhere to service level agreements and account KPIs consistently - Support process documentation efforts and assist with new processes as assigned - Follow the designated schedule to ensure full coverage during operational hours Required Qualifications - Any graduate degree from a recognised institution - 3 to 5 years of experience in inbound and outbound customer service roles - Demonstrated ability to work under pressure in a fast-paced environment - Familiarity with multichannel or multimedia customer support operations - Strong communication skills suitable for a voice-based process Why Join Us Accenture is a globally recognised professional services leader serving clients across more than 120 countries with a workforce of over 784,000 professionals. Joining this team means being part of a company that blends human ingenuity with cutting-edge technology to deliver real impact for clients worldwide.

- Any graduation from a recognised university - 3 to 5 years of inbound and outbound customer service experience - Experience handling customer complaints and service escalations - Ability to work under pressure and meet tight deadlines - Strong verbal communication and active listening skills - Knowledge of customer service tools and ticketing systems - Familiarity with KPI-driven work environments - Ability to support process documentation and adapt to new workflows

- Opportunity to work with a global Fortune 500 company - Exposure to Next Generation Customer Operations practices - Structured career growth and learning programs - Collaborative and inclusive work environment - Access to Accenture's global network of technology and operations centres