Customer Contact Comms Senior Analyst-Voice

Accenture in India; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Accenture is seeking a Business Inbound Voice Agent to handle inbound calls from business customers, covering billing, account management, products and services. You will resolve issues while identifying opportunities to drive revenue and improve retention, delivering high-quality service across channels.

Role emphasizes CRM documentation, compliance with processes, and collaboration with internal teams to resolve complex inquiries and contribute to commercial performance.

Qualifications

• Any Graduation is required.
• 5 to 8 years of experience in customer service or related roles.
• Excellent English (International) - Expert.

Responsibilities

• Manage inbound voice calls from business customers addressing a wide range of enquiries.
• Provide support across key areas: Billing and payment enquiries, product and service support, handset and device assistance, retail-related queries, general account enquiries and administration.
• Diagnose and resolve customer issues efficiently, ensuring minimal disruption to business operations.
• Identify and act on upselling and cross-selling opportunities to drive additional revenue.
• Promote relevant products, services, and solutions aligned with customer business needs.
• Maintain accurate and detailed records of all customer interactions within CRM systems.
• Ensure compliance with internal processes, policies, and regulatory requirements.
• Collaborate with internal teams to resolve complex customer issues and improve service delivery.

Skills

Omnichannel - Customer Service

Education

Any Graduation

Job description

Job Description

• Skill required: Omnichannel - Customer Service
• Designation: Customer Contact Comms Senior Analyst
• Qualifications: Any Graduation
• Years of Experience: 5 to 8 years
• Language - Ability: English(International) - Expert

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?

Role Description These calls encompass a range of topics, including billing and payment enquiries, product and service support, handset and device assistance, retail-related queries, general enquiries, and account administration. In addition to resolving customer issues, it is essential to identify value-added opportunities that drive sales, support revenue growth, and enhance customer retention within the channel Role overview The Business Inbound Voice Agent is responsible for handling inbound calls from business customers, providing comprehensive support across billing, account management, products, and services. This role is critical in resolving customer issues efficiently while identifying value-added opportunities to drive sales, support revenue growth, and strengthen customer retention. Agents act as a key point of contact for business customers, ensuring a high-quality service experience and contributing to overall commercial performance.

What are we looking for?

• "Excellent verbal communication skills with a professional and confident phone manner. Strong customer service orientation with the ability to build rapport with business customers. Commercial awareness and ability to identify sales and retention opportunities. Strong problem-solving skills with the ability to troubleshoot and resolve issues effectively. Ability to multitask and manage call handling, system navigation, and documentation simultaneously. High attention to detail and accuracy when updating customer records. Resilience and ability to perform in a target-driven, fast-paced environment."
• "Experience: experience in customer service, inbound sales, or business support roles (B2B experience preferred). Experience handling inbound calls in a contact centre or similar environment is advantageous. Familiarity with CRM systems and call handling platforms is beneficial. Telecommunications or technology sector experience is desirable but not essential."

Roles and Responsibilities

• Manage inbound voice calls from business customers, addressing a wide range of enquiries.
• Provide support across key areas, including: Billing and payment enquiries, Product and service support, Handset and device assistance, Retail-related queries, General account enquiries and administration.
• Diagnose and resolve customer issues efficiently, ensuring minimal disruption to business operations.
• Identify and act on upselling and cross-selling opportunities to drive additional revenue.
• Promote relevant products, services, and solutions aligned with customer business needs.
• Maintain accurate and detailed records of all customer interactions within CRM systems.
• Ensure compliance with internal processes, policies, and regulatory requirements.
• Collaborate with internal teams to resolve complex customer issues and improve service delivery.