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, focusing on Customer Service Technology. You will be a key member of Accenture's Engagement Centre, delivering high-quality customer support across multiple channels for global clients. Key Responsibilities - Handle inbound and outbound customer calls related to complaints, orders, returns, and general product inquiries - Manage service and support escalations from clients and transfer complex cases 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 strictly to assigned schedules, service level agreements, and account KPIs - Assist the trade and marketing team with relevant customer-facing activities - Support process documentation efforts and contribute to any newly introduced services as directed by the client 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 work effectively under pressure in a fast-paced, multichannel support environment - Familiarity with multimedia and multichannel support operations including customer contact and technical support - Strong communication skills and a customer-first approach Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries with a workforce of over 784,000 professionals. Joining this team means being part of a culture that harnesses technology and human ingenuity to drive meaningful impact for clients and communities worldwide.

- Any graduation from a recognised university - 3 to 5 years of inbound and outbound customer service experience - Experience in multichannel or multimedia customer support environments - Ability to handle escalations and work under pressure - Knowledge of customer service tools, order management, and complaint handling - Strong verbal communication and interpersonal skills - Ability to comply with KPIs, SLAs, and scheduled shift timings

- Opportunity to work with a global Fortune 500 company - Exposure to next-generation customer operations and technology - Structured career growth and learning programs - Collaborative and inclusive work environment