Business Advisory Analyst-Voice

Accenture; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Accenture is seeking a Business Advisory Analyst in Gurugram, India. You will be responsible for handling customer inquiries, complaints, and support escalations, focusing on delivering an exceptional customer experience.

The position requires 3 to 5 years of experience in customer service and strong problem-solving skills. As part of a dynamic HR Contact Center team, you will contribute to enhancing employee and customer service through structured processes.

Qualifications

• 3 to 5 years of experience in customer support.
• Experience handling escalations and service documentation.
• Ability to work in rotational shifts.

Responsibilities

• Handle support/service escalations to/from clients.
• Track and report system issues as needed.
• Comply with service level agreements and KPIs.

Skills

Customer service experience

Inbound and outbound support

Strong communication skills

Problem-solving abilities

Education

Any Graduation

Job description

Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Business Advisory Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years



What would you do
We are looking for talented individuals in order to shape and contribute to the success of our new Engagement Centre. As a customer service Agent your primary role will be to assist our consumers/customers with complaint handling, order and return processing, inbound calls, website registration inquiries and general questions or concerns regarding our products to trade and marketing team. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework!Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.

What are we looking for
Considering that the position will cover multimedia / multichannel support, like customer service, customer contact and technical support, or trade marketing activities, the following experience and skills are required:Experience RequiredInbound and Outbound customer service experienceExperience working under pressure

Roles Responsibilities:

Handle support/service escalations to/from clientsTransfer calls to the Tier 2 departmentWill track and report system issues as neededStay current with system information, changes and updatesComply with service level agreementsSupport and help on Process documentationComply with the assigned schedule to cover the hours of operationComply with the account KPIsSupport with any other new process at the time the client requires it, if it has been officially included in our range of servicesIn this role you are required to do analysis and solving of lower-complexity problemsYour day to day interaction is with peers within Accenture before updating supervisorsIn this role you may have limited exposure with clients and/or Accenture managementYou will be given moderate level instruction on daily work tasks and detailed instructions on new assignmentsThe decisions you make impact your own work and may impact the work of othersYou will be an individual contributor as a part of a team, with a focused scope of workPlease note that this role may require you to work in rotational shifts
QualificationAny Graduation