Business Advisory Analyst - Voice Process

Role Overview Accenture is hiring a Business Advisory Analyst for its Voice process in Gurugram. This role is part of the Next Generation Customer Operations function, focused on delivering exceptional customer service through inbound and outbound communication channels. You will be a key contributor to Accenture's Engagement Centre, supporting customers across multiple touchpoints including complaint resolution, order management, and general product inquiries. Key Responsibilities - Handle inbound customer calls related to complaints, order processing, returns, and website registration queries - Manage and escalate support issues to the Tier 2 department as required - Track, document, and report system issues in a timely and accurate manner - Stay updated on system changes, product information, and process updates - Adhere to defined service level agreements and account KPIs - Assist with process documentation and support new process rollouts as directed by the client - Comply with scheduled shifts to ensure adequate coverage during hours of operation - Coordinate with trade and marketing teams to resolve customer concerns Required Qualifications - Any graduate degree from a recognised university - 3 to 5 years of experience in inbound and outbound customer service roles - Familiarity with multichannel customer support including voice, customer contact, and technical support - Ability to work effectively under pressure in a fast-paced environment - Strong communication skills and a customer-first attitude Why Join Us Accenture is one of the world's leading professional services companies, empowering over 784,000 professionals across 120 countries to deliver transformative outcomes for clients. Joining this team means being part of a globally connected, innovation-driven organisation that values your growth and contribution.

- Any graduation from a recognised university - 3 to 5 years of customer service experience in voice processes - Experience handling inbound and outbound calls - Exposure to multichannel or multimedia customer support environments - Ability to work under pressure and meet SLA targets - Strong verbal communication and problem-solving skills - Familiarity with customer service technology and CRM tools

- Opportunity to work with a global professional services leader - Exposure to next-generation customer operations technology - Dynamic and collaborative work environment - Career growth opportunities across Accenture's diverse service lines