Business Advisory Analyst - Voice Process

Role Overview Accenture is hiring a Business Advisory Analyst for its Voice Process team in Gurugram. This role is part of the Next Generation Customer Operations function, focused on delivering exceptional customer service through multiple communication channels. You will be a key contributor to Accenture's Engagement Centre, supporting customers and trade partners across a range of service touchpoints. Key Responsibilities - Handle inbound customer calls and address queries related to orders, returns, website registration, and general product concerns - Manage and resolve service escalations, ensuring timely transfer to Tier 2 support when required - Track, log, and report system issues to maintain operational continuity - Stay up to date with product information, system changes, and process updates - Meet and comply with all service level agreements and account KPIs - Support process documentation and contribute to any newly onboarded client processes - Adhere to assigned shift schedules to ensure adequate operational coverage Required Qualifications - Any graduate degree from a recognised institution - 3 to 5 years of experience in inbound and outbound customer service roles - Proven ability to handle multichannel and multimedia support environments - Experience working effectively under pressure with a focus on customer satisfaction - Familiarity with customer contact, technical support, or trade marketing activities Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries, offering you the opportunity to grow within a dynamic and innovation-driven environment. With access to world-class training and a collaborative culture, this role is a strong platform for building a long-term career in customer operations.

- Any graduate degree - 3 to 5 years of customer service experience - Inbound and outbound call handling experience - Strong communication and problem-solving skills - Ability to handle service escalations professionally - Familiarity with multichannel customer support - Ability to work under pressure and meet KPIs - Knowledge of SLA compliance and process documentation

- Opportunity to work with a global Fortune 500 company - Exposure to multichannel and next-gen customer operations - Structured career growth and learning programs - Dynamic and inclusive work culture