Customer Service Senior Analyst - Voice

Role Overview Accenture is seeking an experienced Customer Service Senior Analyst with strong voice-based customer support skills. This role sits within the Customer Success, Service and Operations vertical and involves managing customer queries, resolving escalations, and ensuring satisfaction at every touchpoint. The ideal candidate will bring a proven track record of handling complex customer concerns while maintaining performance within defined SLAs. Key Responsibilities - Handle inbound voice-based customer interactions, addressing queries and resolving issues efficiently within SLA timelines - Manage escalated complaints from dissatisfied customers and provide the best possible resolutions - Analyse and troubleshoot increasingly complex problems with minimal supervision on day-to-day tasks - Collaborate with peers within the organisation and engage with clients or management when required - Track and report on customer support metrics to ensure quality and performance standards are consistently met - Contribute as an individual performer or provide oversight to a small team or work effort as needed Required Qualifications - Any graduate degree (undergraduate); postgraduate qualification is an advantage - 5 to 8 years of experience in a voice-based customer service role - Strong verbal communication skills with a clear understanding of customer support metrics - Demonstrated ability to build client relationships, handle disputes, manage multiple stakeholders, and perform under pressure - Ability to meet deadlines and deliver results with moderate-level instruction on new assignments Why Join Us Accenture is one of the world's leading professional services companies, empowering nearly 700,000 professionals across more than 120 countries with cutting-edge capabilities in digital, cloud, and security. Joining this team means being part of a culture that embraces change and creates real value for clients, employees, and communities alike.

- 5 to 8 years of experience in voice-based customer service - Any graduate degree (UG or PG) - Strong communication skills, both verbal and listening - Ability to handle escalations and resolve complex customer complaints - Experience working with customer support metrics and SLA-driven environments - Ability to manage multiple stakeholders and perform under pressure - Willingness to work in rotational shifts

- Full-time permanent employment - Exposure to global clients across 120+ countries - Opportunity to work within one of the world's largest professional services networks - Career growth within a structured and specialised operations vertical