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 the Next Generation Customer Operations function, focusing on Customer Service Technology, and requires a proactive professional capable of managing inbound customer interactions across multiple channels. You will be the first point of contact for customers and will play a key role in delivering seamless service experiences for Accenture's global clients. Key Responsibilities - Handle inbound customer calls related to complaints, order processing, returns, website registration, and general product or service queries - Manage service and support escalations and route complex issues to the Tier 2 department when required - Track, document, and report system issues in a timely and accurate manner - Stay updated on system changes, product information, and process updates on an ongoing basis - Adhere to assigned schedules, service level agreements, and account-level KPIs - Assist with process documentation and support any newly added client processes as officially sanctioned - Provide multichannel customer support including voice, trade marketing assistance, and technical support as needed Required Qualifications - Any graduation 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, target-driven environment - Strong communication skills with a customer-first approach - Familiarity with multimedia or multichannel support environments including customer contact and technical support Why Join Us Accenture is one of the world's leading professional services companies, operating across more than 120 countries with a workforce of over 784,000 professionals. Joining this team means being part of a globally respected organisation that invests in your growth through cutting-edge technology and a culture of continuous innovation.

- Any graduation from a recognised university - 3 to 5 years of inbound and outbound customer service experience - Experience handling escalations and working in a multichannel support environment - Ability to work under pressure and meet service level agreements - Strong verbal communication and problem-solving skills - Familiarity with CRM tools and process documentation - Ability to adhere to KPIs and scheduled shifts

- Work with a globally recognised Fortune 500 company - Exposure to international clients across 120 plus countries - Access to Accenture's Advanced Technology and Intelligent Operations network - Career growth opportunities across digital, cloud, and operations verticals - Collaborative and inclusive work environment