Business Advisory Associate - Voice Process

Role Overview Accenture Services Pvt Ltd is hiring a Business Advisory Associate for its Voice Process team at the Gurugram Engagement Centre. This role is focused on delivering next-generation customer operations and service technology solutions, supporting clients across inbound and outbound voice channels. You will be the primary point of contact for consumers seeking assistance with complaints, order management, returns, website inquiries, and general product or trade-related queries. Key Responsibilities - Handle inbound customer calls and resolve complaints, order and return requests, and general product inquiries in a professional and timely manner - Manage support and service escalations and route complex issues to the Tier 2 department as appropriate - Track, document, and report system issues and ensure follow-up for resolution - Stay updated on system changes, process updates, and product or service information - Adhere to assigned schedules, service level agreements, and account KPIs consistently - Assist with process documentation and support any newly onboarded processes as required by the client Required Qualifications - Any graduate degree from a recognised university - 1 to 3 years of experience in inbound and outbound customer service roles - Ability to work effectively under pressure in a fast-paced, multichannel support environment - Familiarity with customer contact, technical support, or trade marketing activities is an added advantage Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries, offering immense opportunities for growth, learning, and career advancement. Joining this team means being part of a diverse, innovation-driven culture where your contributions directly shape exceptional client experiences.

- Any graduation from a recognised university - 1 to 3 years of inbound and outbound customer service experience - Strong communication and problem-solving skills - Ability to handle escalations and work under pressure - Familiarity with multichannel or multimedia customer support environments - Knowledge of customer service technology and CRM tools is preferred - Ability to adhere to KPIs, SLAs, and scheduled operational hours

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