Customer Service Analyst - Voice

About the role

Accenture is seeking a Customer Service Analyst – Voice to join its new Engagement Centre. In this role you will be the first point of contact for consumers, handling inbound calls, complaints, order and return queries, and website registration questions.

Key responsibilities

• Manage inbound and outbound customer interactions, providing accurate information and resolution.
• Handle escalations and transfer calls to Tier 2 when necessary.
• Track and report system issues, ensuring timely updates.
• Maintain up‑to‑date knowledge of system changes and product information.
• Adhere to service level agreements and key performance indicators.
• Support process documentation and any newly introduced procedures.
• Follow the assigned schedule to cover operational hours.

Required profile

• 3 to 5 years of experience in inbound and outbound customer service.
• Ability to work effectively under pressure.
• Expert level proficiency in Spanish.
• Any graduation qualification.

Required skills

What we offer

• Opportunity to work within a global professional services firm.
• Exposure to a diverse client base and advanced technology environments.