Delivery Operations Analyst-Voice

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

Job summary

Accenture in India is seeking a Delivery Operations Senior Analyst-Voice to handle inbound business calls, focusing on billing, product support, and account management.

The role emphasizes identifying upsell opportunities, maintaining CRM accuracy, and collaborating with internal teams to ensure high-quality service while meeting performance targets.

Qualifications

• Graduation is required.
• 3–5 years of experience in delivery/voice roles.
• Excellent English (international) communication.

Responsibilities

• Manage inbound voice calls from business customers across billing, product and account questions.
• Provide upsell/cross-sell opportunities to drive revenue.
• Maintain accurate customer records in CRM.
• Collaborate with internal teams to resolve complex issues.
• Ensure compliance with internal processes and regulatory requirements.

Skills

Omnichannel - Customer Service

Education

Any Graduation

Job description

Skill required: Omnichannel - Customer Service Designation: Delivery Operations Senior Analyst-Voice Qualifications: Any Graduation Years of Experience: 3-5 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?

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 channelRole overviewThe 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 and qualifications

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 enquiriesProduct and service supportHandset and device assistanceRetail-related queriesGeneral 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.

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.