Business Advisory Associate - Voice Process

Role Overview Accenture is hiring a Business Advisory Associate for its Voice Process team in Gurugram. This role is part of the Next Generation Customer Operations vertical and focuses on delivering high-quality customer service through inbound and outbound voice channels. You will be the first point of contact for customers, helping resolve complaints, process orders, and answer product-related queries for trade and marketing teams. Key Responsibilities - Handle inbound and outbound customer calls to resolve complaints, process orders and returns, and address general product inquiries - Manage support and service escalations and transfer complex issues to the Tier 2 department as needed - Track and report system issues and stay up to date with process changes and system updates - Comply with service level agreements, account KPIs, and assigned scheduling requirements - Assist with process documentation and support new processes as officially added to the service scope - Provide multichannel support across customer service, technical support, and trade marketing activities Required Qualifications - Any graduate degree from a recognised university - 1 to 3 years of experience in inbound or outbound customer service roles - Ability to work under pressure in a fast-paced contact centre environment - Strong communication skills and customer-first approach - Familiarity with customer service technology and CRM tools is an advantage Why Join Us Accenture is a globally recognised professional services leader operating across 120 countries, offering a dynamic work environment powered by advanced technology and intelligent operations. Joining this team means being part of a culture that values growth, innovation, and shared success.

- Any graduation degree from a recognised university - 1 to 3 years of inbound and outbound customer service experience - Strong verbal communication and active listening skills - Ability to handle escalations and work under pressure - Familiarity with customer service technology and CRM platforms - Willingness to comply with shift schedules and account KPIs - Ability to support process documentation and adapt to new processes

- Work with a globally recognised professional services company - Exposure to multichannel and multimedia customer support operations - Access to Accenture's Advanced Technology and Intelligent Operations network - Career growth opportunities across 40-plus industries - Collaborative and inclusive work culture