Business Advisory Analyst - Voice Process

Role Overview Accenture in India is hiring a Business Advisory Analyst for its Voice Process team based out of Gurugram. This role is part of the Next Generation Customer Operations vertical, focused on delivering exceptional customer service through technology-driven support. You will play a key role in managing inbound customer interactions and ensuring seamless resolution of queries across multiple channels. Key Responsibilities - Handle inbound and outbound customer service calls with a focus on complaint handling and query resolution - Manage order processing, return requests, website registration inquiries and general product-related concerns - Escalate complex support issues to Tier 2 departments when required - Track, document and report system issues on an ongoing basis - Stay updated on system changes, product updates and process modifications - Adhere strictly to service level agreements and account-specific KPIs - Assist in maintaining and updating process documentation as required - Comply with assigned schedules to ensure full coverage of operational hours - Support new processes as and when they are introduced and officially included in the service scope Required Qualifications - Any graduate degree from a recognised university - 3 to 5 years of experience in inbound and outbound customer service roles - Prior exposure to multichannel or multimedia customer support environments - Ability to work effectively under pressure while maintaining service quality - Familiarity with customer service technology platforms and CRM tools - Strong communication skills in English, both verbal and written Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries, offering you access to world-class training, career growth opportunities and a dynamic work environment. Joining the Gurugram Engagement Centre means being part of a high-impact team that delivers on the promise of technology and human ingenuity every day.

- Any graduation from a recognised university - 3 to 5 years of inbound and outbound customer service experience - Experience in multichannel or multimedia support environments - Strong verbal and written communication skills in English - Ability to handle escalations and work under pressure - Knowledge of customer service technology and CRM platforms - Familiarity with trade marketing or technical support processes is a plus

- Work with a global leader in professional services - Exposure to next-generation customer operations technology - Career growth and internal mobility opportunities - Access to Accenture learning and development programmes - Collaborative and inclusive work culture