Business Advisory Associate – Voice Operations

About the role

Accenture is establishing a new Engagement Centre and is looking for a Business Advisory Associate – Voice to provide multi‑channel customer support. The associate will manage inbound and outbound calls, handle complaints, process orders and returns, respond to website registration inquiries, and address general product questions, acting as a liaison between consumers and the trade‑marketing team.

Key responsibilities

• Handle inbound and outbound customer interactions across voice, email and chat channels.
• Process complaints, order returns and registration queries efficiently.
• Escalate complex issues to Tier 2 support and track resolution status.
• Monitor and report system issues, ensuring timely updates.
• Maintain compliance with service level agreements and key performance indicators.
• Document processes and support any newly introduced services as required.

Required profile

• 1‑3 years of experience in inbound and outbound customer service.
• Proven ability to work under pressure and meet performance targets.
• Strong communication skills and a customer‑focused attitude.
• Flexibility to adhere to scheduled operating hours.

Required skills

• Experience with multi‑channel (voice, email, chat) support environments.
• Ability to track, report and follow up on system issues.
• Familiarity with escalation procedures to Tier 2 support.