Business Advisory Analyst - Voice

Role Overview Accenture Services Pvt Ltd is hiring a Business Advisory Analyst for its Voice process at Gurugram. This role is part of a dynamic Engagement Centre team focused on delivering exceptional customer service experiences across inbound and outbound channels. You will be the first point of contact for customers, handling queries, complaints, and service requests while ensuring adherence to process standards and KPIs. Key Responsibilities - Handle inbound customer calls and address complaints, order and return processing, website registration inquiries, and general product or service questions - Manage support and service escalations from clients and route calls to the Tier 2 department when required - Track and report system issues in a timely and accurate manner - Stay updated with system changes, process documentation, and product information - Adhere to assigned schedules to ensure full coverage of operational hours - Comply with service level agreements and account KPIs consistently - Assist trade and marketing teams with relevant customer interaction data - Support any newly introduced processes as officially included in the service scope Required Qualifications - Any graduation degree from a recognised university - 3 to 5 years of experience in inbound and outbound customer service roles - Proficiency in handling multichannel or multimedia customer support including voice, customer contact, and technical support - Ability to work efficiently under pressure in a fast-paced environment - Strong communication skills and familiarity with customer service technology platforms Why Join Us Accenture is one of the world's leading professional services companies operating across more than 120 countries, offering unmatched career growth opportunities in digital, cloud, and operations. Joining our Gurugram team means being part of a globally recognized brand that values innovation, inclusion, and continuous learning.

- Any graduation degree - 3 to 5 years of customer service experience - Inbound and outbound voice process experience - Experience with multichannel or multimedia customer support - Familiarity with customer service technology platforms - Ability to handle escalations and work under pressure - Strong verbal communication and interpersonal skills - Knowledge of service level agreements and KPI management

- Opportunity to work with a global Fortune 500 company - Exposure to next-generation customer operations technology - Learning and development programs - Collaborative and inclusive work environment