Customer Service Analyst - Voice

Role overview

Accenture is hiring a Customer Service Analyst for its Engagement Centre in Gurugram. This position is suited to someone who can support customers across voice and multichannel interactions, with a strong focus on service quality, issue resolution, and process adherence.

About the employer

Accenture is a global professional services company known for its strengths in digital, cloud, and security. With deep expertise across more than 40 industries, the organization delivers strategy and consulting, technology and operations services, and Accenture Song, supported by a global network of advanced technology and intelligent operations centers. Its workforce serves clients in more than 120 countries.

What the role involves

The main purpose of this position is to assist consumers and customers with complaint handling, order and return support, inbound calls, website registration queries, and other general product-related concerns for the trade and marketing team.

Key duties

• Manage customer support interactions and service escalations coming from or going to clients.
• Route calls to the Tier 2 team whenever issues need higher-level support.
• Monitor system-related issues and document or report them as required.
• Keep up to date with system changes, new information, and process updates.
• Follow service level agreements and account performance targets.
• Help prepare and maintain process documentation.
• Work according to the assigned schedule and coverage hours.
• Support any additional process brought in by the client, provided it is formally included within the service scope.
• Analyze and resolve problems of low complexity.
• Collaborate with peers and escalate to supervisors when needed.
• Operate with limited client and management exposure while working as an individual contributor within a team.
• Follow detailed guidance for new tasks and moderate guidance for day-to-day work.
• Be prepared to work in rotational shifts.

Experience and language requirements

The role requires 3 to 5 years of experience. Applicants should have German language ability at an expert level. The position also calls for experience in inbound and outbound customer service and the ability to perform well under pressure.

Qualifications

Any graduate candidate can apply for this opportunity.

Additional notes

This is a full-time, onsite role based in Gurugram, Haryana, India. The position is part of a customer service and voice-support environment.

About the hiring company

Accenture works with clients across industries through technology-enabled consulting, operations, and transformation services. The company focuses on using innovation and human expertise to create value for clients, employees, shareholders, partners, and communities.