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 function, focused on delivering exceptional customer service through inbound and outbound voice channels. You will be a key contributor to Accenture's Engagement Centre, helping customers with complaints, order management, and general product inquiries. Key Responsibilities - Handle inbound customer calls related to complaint resolution, order processing, and return management - Assist customers with website registration inquiries and general product or service questions - Manage support and service escalations and route calls to Tier 2 teams when required - Track, document, and report system issues to the appropriate internal teams - Stay updated on system changes, product information, and process updates - Adhere to assigned schedules to ensure coverage during operational hours - Meet and maintain account-level KPIs and comply with service level agreements - Contribute to process documentation and support new processes as introduced by the client Required Qualifications - Any graduate degree from a recognised university - 1 to 3 years of experience in inbound or outbound customer service roles - Prior experience in a multichannel or multimedia support environment is an advantage - Ability to work effectively under pressure and manage high-volume interactions - Strong communication skills with a customer-first approach Why Join Us Accenture is a globally respected professional services company operating across more than 120 countries with a workforce of over 784,000 professionals. Joining this team means being part of an organisation that combines human ingenuity with advanced technology to deliver real impact for clients across 40-plus industries.

- Any graduation from a recognised university - 1 to 3 years of inbound or outbound customer service experience - Familiarity with multichannel or multimedia support environments - Experience handling escalations and working under pressure - Strong verbal communication and active listening skills - Ability to adhere to KPIs and service level agreements - Basic understanding of order management and complaint resolution processes

- Opportunity to work with a global Fortune 500 company - Exposure to international client processes - Structured career growth and internal mobility - Training and upskilling programmes - Competitive compensation and performance incentives