Business Advisory Analyst - Voice Process

Role Overview Accenture in India is hiring a Business Advisory Analyst for its Voice Process team based in Gurugram. This role is part of the Next Generation Customer Operations function and focuses on delivering high-quality customer service through inbound and outbound voice channels. You will be a key contributor to a dynamic Engagement Centre that handles diverse customer interactions across multiple touchpoints. Key Responsibilities - Handle inbound customer calls related to complaints, order processing, return requests, and general product or service inquiries - Manage support and service escalations and route complex issues to the Tier 2 department as needed - 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 service level agreements, account KPIs, and the assigned operational schedule - Assist with process documentation and support any newly introduced client processes officially added to the service scope - Provide multichannel support covering customer service, customer contact, technical support, and trade marketing activities Required Qualifications - Any graduate degree from a recognised institution - 3 to 5 years of experience in inbound and outbound customer service roles - Demonstrated ability to work effectively under pressure in a fast-paced environment - Strong communication skills suited for voice-based customer interaction - Familiarity with customer service technology platforms and CRM tools is an advantage - Experience in multimedia or multichannel support environments preferred Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries, offering immense opportunities for career growth within its Advanced Technology and Intelligent Operations network. Joining this team means being part of a purpose-driven organisation that blends human ingenuity with cutting-edge technology to deliver real impact for clients worldwide.

- Any graduate degree - 3 to 5 years of inbound and outbound customer service experience - Ability to handle escalations and work under pressure - Familiarity with service level agreements and account KPIs - Experience in multichannel or multimedia customer support - Strong verbal communication skills for voice process - Basic knowledge of customer service technology tools

- Work with a globally recognised Fortune 500 company - Exposure to multichannel and next-generation customer operations - Structured learning and career development programs - Collaborative and inclusive work environment