Customer Service Analyst - Voice

About the role

We are seeking a Customer Service Analyst – Voice to join Accenture’s new Engagement Centre. In this role you will be the first point of contact for customers, handling inbound calls, complaints, order and return processing, and website registration inquiries. You will work closely with the trade and marketing teams to ensure a seamless experience for our consumers.

Key responsibilities

• Manage inbound and outbound customer interactions, including complaint handling and order/return processing.
• Escalate support issues to Tier 2 and track system incidents.
• Transfer calls to the appropriate department while maintaining service level agreements.
• Monitor and report system updates, ensuring knowledge of the latest changes.
• Document processes and support the creation of new procedures as required.
• Adhere to scheduled working hours and meet defined KPIs.

Required profile

• 3‑5 years of experience in inbound and outbound customer service.
• Ability to work effectively under pressure.
• Fluent Spanish (expert level).
• Any graduate qualification.

Required skills

• Strong verbal communication in Spanish.
• Proficiency in handling voice‑based customer interactions.
• Experience with complaint resolution and order management.

What we offer

• Opportunity to work in a global professional services environment.
• Access to Accenture’s learning and development resources.
• Collaborative team culture focused on innovation and client success.