Customer Service Senior Analyst - Voice

Role Overview Accenture is seeking an experienced Customer Service Senior Analyst with strong voice process skills to join its Customer Support vertical in Bengaluru. This is a full-time permanent role where you will be responsible for managing customer queries, handling escalations, and delivering effective resolutions within defined SLAs. You will work within a globally renowned professional services organisation that operates across 40+ industries and serves clients in over 120 countries. Key Responsibilities - Handle inbound voice interactions to resolve customer queries and complaints with accuracy and professionalism - Manage escalations from dissatisfied customers and provide best-in-class resolutions in a timely manner - Close faults and complaints within agreed service level agreements (SLAs) - Analyse and solve increasingly complex customer problems with minimal supervision - Collaborate with peers and occasionally interact with clients and Accenture management on operational matters - Track and maintain awareness of key customer support metrics to ensure consistent performance Required Qualifications - Any graduate or postgraduate degree from a recognised institution - 5 to 8 years of relevant experience in voice-based customer service roles - Strong communication skills with the ability to establish and maintain client relationships - Demonstrated ability to handle disputes, manage multiple stakeholders, and perform under pressure - Ability to meet deadlines and work independently on daily tasks with moderate guidance on new assignments Why Join Us Accenture offers a dynamic and inclusive work environment backed by cutting-edge technology and a global network of over 699,000 professionals. Joining this team means being part of an organisation that is committed to creating shared success for its clients, people, and communities worldwide.

- 5 to 8 years of experience in voice-based customer service - Any graduate degree (UG or PG) - Excellent verbal communication and interpersonal skills - Ability to handle customer escalations and resolve disputes effectively - Strong ability to manage multiple stakeholders simultaneously - Capable of working under pressure and meeting strict deadlines - Willingness to work in rotational shifts

- Opportunity to work with a globally recognised professional services leader - Exposure to diverse industries and international clients - Career growth within a large and structured organisation - Access to advanced technology and intelligent operations networks