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 including calls, order management, complaints and website inquiries. You will work within a fast-paced customer operations environment powered by next-generation customer service technology. Key Responsibilities - Handle inbound customer calls related to complaints, order processing, return requests and general product or service queries - Manage support and service escalations and route complex issues to the Tier 2 department as required - Track, document and report system issues in a timely and accurate manner - Ensure compliance with service level agreements and assigned account KPIs - Stay updated on product and system changes, process updates and internal knowledge bases - Support process documentation and contribute to continuous improvement initiatives - Adhere to the assigned schedule to ensure adequate coverage during hours of operation - Assist with additional processes or client-requested activities that fall within the approved scope of services Required Qualifications - Any graduate degree from a recognised institution - 1 to 3 years of experience in inbound and outbound customer service roles - Ability to work effectively under pressure in a multichannel customer support environment - Familiarity with customer service technology platforms and trade or marketing support activities Why Join Us Accenture is a globally recognised professional services leader with over 784,000 professionals serving clients across 120 countries, offering you unparalleled exposure to cutting-edge technology and intelligent operations. Joining this team means building a career at the intersection of human ingenuity and digital innovation within a company committed to growth, inclusion and shared success.

- Any graduation from a recognised university - 1 to 3 years of inbound and outbound customer service experience - Strong communication skills in English for voice-based interactions - Experience handling escalations and working within defined SLAs - Ability to multitask and manage queries across multimedia and multichannel platforms - Willingness to comply with rotational schedules and operational KPIs - Basic understanding of customer service technology tools and CRM systems

- Opportunity to work with a globally recognised Fortune 500 company - Exposure to next-generation customer operations and digital tools - Structured career growth and internal mobility opportunities - Inclusive and collaborative work culture - Access to Accenture's learning and development platforms