Business Advisory Analyst-Voice

Skill Required

Next Generation Customer Operations - Customer Service Technology

Designation

Business Advisory Analyst

Qualifications

Any Graduation

Years of Experience

3 to 5 years

What would you do?

You will be aligned with our Customer Support vertical and help manage and resolve customer queries, handle escalations and complaints, and provide best possible resolutions. You will also be responsible for closing faults and complaints within SLA. The role is dedicated to enhancing employee and customer service through structured and optimized processes, handling queries from employees, customers, and vendors while ensuring seamless, personalized interactions. The position requires strong communication and service skills to manage a blended support process, % of interactions via calls and the remainder via email and chat. The role supports primarily the US region and requires night shift availability as per IST. Strong problem solving and critical thinking abilities are essential; previous experience in customer or employee support is a plus.

What are we looking for?

Below are the required experience and skills:

• 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
• Track and report system issues as needed
• Stay current with system information, changes and updates
• Comply with service level agreements
• Support and help with 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
• Analyze and solve lower complexity problems
• Interact daily with peers within Accenture before updating supervisors
• Have limited exposure with clients and/or Accenture management
• Receive moderate level instruction on daily work tasks and detailed instructions on new assignments
• Make decisions that impact your own work and may impact the work of others
• Work as an individual contributor as part of a team, with a focused scope of work
• Be prepared for rotational shifts

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.