Business Advisory Analyst - Voice

Role Overview Accenture is seeking a skilled Business Advisory Analyst with a focus on Voice and Customer Service Technology to join its Next Generation Customer Operations team in Gurugram. In this role, you will be an integral part of a dynamic Engagement Centre, serving as the primary point of contact for customers and trade partners across multiple communication channels. You will handle a wide variety of customer interactions including complaint resolution, order and return processing, inbound inquiries, and general product support. Key Responsibilities - Handle inbound customer calls and address complaints, order and return processing, website registration queries, and general product or service concerns - Manage support and service escalations from clients and route calls 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 to ensure accurate customer communication - Adhere to assigned schedules to maintain required hours of operation coverage - Comply with all service level agreements and account KPIs consistently - Assist with process documentation and support the onboarding of new client processes as officially approved 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 under pressure in a fast-paced, multichannel support environment - Familiarity with customer service technology platforms and multimedia or multichannel support operations - Strong communication skills with the ability to handle trade and marketing team queries professionally Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries, and this role offers you the opportunity to grow within a world-class operations environment. Be part of a team that drives meaningful client outcomes through the power of technology and human ingenuity.

- Any graduation from a recognised university - 3 to 5 years of inbound and outbound customer service experience - Experience in multichannel or multimedia customer support environments - Ability to handle escalations and coordinate with Tier 2 teams - Familiarity with customer service technology and CRM tools - Strong communication and problem-solving skills - Ability to work under pressure and meet service level agreements - Knowledge of KPI tracking and process documentation

- Opportunity to work with a globally recognised IT services leader - Exposure to Next Generation Customer Operations practices - Access to Accenture's advanced technology and intelligent operations ecosystem - Career growth across diverse service lines including Strategy, Technology, and Operations