Inbound Sales Management Senior Analyst-Voice

Accenture in India; Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Accenture in India is seeking an Inbound Sales Management Senior Analyst in Mumbai to manage customer queries, resolve escalations, and address complaints within established SLAs.

The role focuses on delivering high-quality service across US regions with a blended mix of calls, emails, and chats, requiring strong communication and problem-solving abilities along with night-shift availability.

Qualifications

• 5–8 years of relevant experience in customer operations
• Strong communication skills
• Ability to handle night shifts in IST

Responsibilities

• Manage and resolve customer queries and escalations
• Close faults and complaints within SLAs
• Handle queries from employees, customers, and vendors
• Deliver services for US region with night shifts

Skills

Inbound Sales

Customer Service

Communication

Problem Solving

Teamwork

Education

Any Graduation

Job description

Job Description

Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Inbound Sales Management Senior Analyst

Qualifications: Any Graduation

Years of Experience: 5 to 8 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?

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. 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?

• Written and verbal communication
• Thought leadership
• Ability to work well in a team
• Ability to perform under pressure
• Ability to establish strong client relationship Roles and Responsibilities:
• In this role you are required to do analysis and solving of increasingly complex problems
• Your day to day interactions are with peers within Accenture
• You are likely to have some interaction with clients and/or Accenture management
• You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
• Decisions that are made by you impact your own work and may impact the work of others
• In this role you would be an individual contributor and/or oversee a small work effort and/or team
• Please note that this role may require you to work in rotational shifts