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 and focuses on delivering exceptional customer service through inbound and outbound call handling. You will be a key contributor to Accenture's growing Engagement Centre, supporting clients across complaint resolution, order management, and general product inquiries. Key Responsibilities - Handle inbound customer calls related to complaints, order processing, returns, and website registration queries - Manage support and service escalations and transfer complex issues to the Tier 2 department as needed - Track, document, and report system issues in a timely and accurate manner - Stay updated on system changes, product information, and process updates - Adhere to assigned schedules to ensure full coverage of operational hours - Meet and maintain account-level KPIs and comply with service level agreements - Assist with process documentation and support new client processes as and when introduced - Coordinate with trade and marketing teams on relevant customer concerns 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 including voice, chat, or technical support - Ability to work effectively under pressure in a fast-paced environment - Strong communication skills and a customer-first approach Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries with a workforce of over 784,000 professionals. Joining this team means being part of a culture that values innovation, growth, and the power of human ingenuity combined with cutting-edge technology.

- Any graduation from a recognised university - 1 to 3 years of customer service experience (inbound and outbound) - Experience in multichannel support environments - Strong verbal communication and problem-solving skills - Ability to work under pressure and meet SLA targets - Familiarity with CRM tools and order management systems is a plus - Willingness to work in rotational shifts

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