Customer Service Analyst - Voice

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

Job summary

Accenture is seeking a Customer Service Analyst for its engagement centre in India. The role involves handling complaints, order and return processing, inbound calls, website registration inquiries, and general product-related questions to support the trade and marketing teams.

The candidate should have 3–5 years of experience, hold any graduation, and possess expert German language skills to assist customers effectively across channels.

Qualifications

• Inbound and outbound customer service experience.
• Ability to perform under pressure.
• Proficient in German language.

Responsibilities

• Handle customer service escalations from clients.
• Transfer calls to Tier 2 department when needed.
• Track and report system issues; stay updated with changes and updates.
• Ensure compliance with service level agreements and KPIs.
• Assist with process documentation and scheduling to cover hours of operation.

Skills

German language

Education

Any Graduation

Job description

Skill required

Language Translation - Customer Service

Designation

Customer Service Analyst

Qualifications

Any Graduation

Years of Experience

3 to 5 years

Language - Ability

German - 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?

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. Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.

What are we looking for?

• Inbound and Outbound customer service experience
• Experience working under pressure
• German language proficiency

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

Any Graduation

Equal Employment Opportunity Statement

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