Business Advisory Analyst - Voice

Role Overview Accenture is seeking a skilled Business Advisory Analyst with a focus on voice-based customer operations to join its growing Engagement Centre in Gurugram. This role sits within the Next Generation Customer Operations practice and is ideal for professionals with hands-on experience in customer service technology, inbound and outbound call handling, and multichannel support environments. You will play a key part in delivering seamless customer experiences while ensuring compliance with service benchmarks and account KPIs. Key Responsibilities - Handle inbound customer calls related to complaints, order processing, return requests, website registration queries, and general product inquiries - Manage and escalate support or service issues to clients and route complex cases to the Tier 2 department as required - Track, document, and report system issues in a timely and accurate manner - Stay updated with system changes, process updates, and product information to provide accurate resolutions - Meet and maintain compliance with defined service level agreements and account KPIs - Assist in creating and maintaining process documentation to support operational consistency - Adhere to assigned schedules to ensure coverage during all operational hours - Support new process rollouts and additional client requirements as they are officially onboarded Required Qualifications - Any graduation degree from a recognised university - 3 to 5 years of experience in inbound and outbound customer service roles - Prior exposure to multichannel or multimedia support environments including voice, customer contact, and technical support - Ability to work effectively under pressure and manage multiple tasks simultaneously - Familiarity with trade marketing support activities is an added advantage Why Join Us Accenture is a globally recognised professional services leader operating across more than 40 industries in over 120 countries, offering you access to world-class technology, a collaborative work culture, and meaningful career growth. Joining this team means being part of a workforce that delivers on the promise of innovation and human ingenuity every single day.

- Any graduation degree - 3 to 5 years of customer service experience - Inbound and outbound call handling experience - Experience in multichannel or multimedia support - Ability to work under pressure - Knowledge of service level agreements and KPI compliance - Strong communication skills in English - Familiarity with process documentation

- Work with a globally recognised IT and professional services brand - Exposure to next-generation customer operations technology - Structured career development and learning opportunities - Collaborative and inclusive work environment