Business Advisory Associate - Voice Process

Role Overview Accenture is hiring a Business Advisory Associate for its Voice Process team at its Gurugram Engagement Centre. In this role, you will serve as the first point of contact for customers, handling inbound and outbound interactions across multiple channels. You will play a key part in delivering exceptional customer experiences while meeting defined service level agreements and account KPIs. Key Responsibilities - Handle inbound and outbound customer service calls related to complaints, order processing, return requests, and general product or service inquiries - Manage support and service escalations from clients and transfer complex issues to the Tier 2 department as required - Track, report, and monitor system issues in a timely and accurate manner - Stay updated with system changes, product information, and process updates on an ongoing basis - Adhere strictly to assigned schedules to ensure full coverage of operational hours - Assist with process documentation and support new processes as officially introduced by the client - Comply with all account KPIs and service level agreement benchmarks consistently Required Qualifications - Any graduate degree from a recognised university - 1 to 3 years of experience in inbound or outbound customer service roles - Prior experience working in a fast-paced, high-pressure customer contact environment - Familiarity with multichannel and multimedia customer support operations including technical support and trade marketing activities - Strong communication skills and ability to handle customer concerns with professionalism Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries, offering you unparalleled exposure to cutting-edge digital, cloud, and technology-driven operations. Joining the Accenture team means being part of a diverse and innovative workforce of over 784,000 professionals committed to delivering real impact for clients worldwide.

- Any graduate degree from a recognised university - 1 to 3 years of inbound and outbound customer service experience - Strong verbal communication skills in English - Ability to work under pressure and manage escalations effectively - Experience in multichannel or multimedia customer support environments - Familiarity with service level agreements and KPI-driven work culture - Willingness to support process documentation and adapt to new processes

- Opportunity to work with a global Fortune 500 company - Exposure to next-generation customer operations and digital tools - Structured career growth and internal mobility opportunities - Collaborative and inclusive work environment