Business Advisory Analyst-Voice

Accenture in India; Navi Mumbai; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Accenture in India is seeking a Business Advisory Analyst to join our Engagement Centre in Navi Mumbai. The role focuses on handling customer service interactions, complaint handling, order and returns processing, and multichannel support to assist consumers and trade teams.

Candidates should have 3 to 5 years of experience and a graduation in any field. You will work under pressure, manage escalations, and ensure compliance with SLAs while contributing to process improvements.

Qualifications

• Inbound and Outbound customer service experience.
• Experience working under pressure.
• Handle support/service escalations to/from clients.
• Transfer calls to the Tier 2 department.
• Stay current with system information, changes and updates.
• Comply with service level agreements.
• Support and help on Process documentation.
• Comply with the assigned schedule to cover the hours of operation.
• Comply with the account KPIs.
• Support with any other new process at the time the client requires it, if it has been officially included in our range of services.

Responsibilities

• Handle support/service escalations to/from clients.
• Transfer calls to the Tier 2 department.
• Track and report system issues as needed.
• Stay current with system information, changes and updates.
• Comply with service level agreements.
• Support and help on Process documentation.
• Comply with the assigned schedule to cover the hours of operation.
• Comply with the account KPIs.
• Support with any other new process at the time the client requires it, if it has been officially included in our range of services.

Skills

Customer service

Complaint handling

Multichannel support

Education

Any Graduation

Job description

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

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song- all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

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.

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 Required

• Inbound and Outbound customer service experience
• Experience working under pressure Roles and Responsibilities:
• Handle support/service escalations to/from clients
• Transfer calls to the Tier 2 department
• Will track and report system issues as needed
• Stay current with system information, changes and updates
• Comply with service level agreements
• Support and help on Process documentation
• Comply with the assigned schedule to cover the hours of operation
• Comply with the account KPIs
• Support with any other new process at the time the client requires it, if it has been officially included in our range of services