Customer Service Senior Analyst – Voice

About the role

Accenture is seeking a Customer Service Senior Analyst – Voice to join its global team. The role focuses on analyzing and resolving complex customer inquiries, primarily through phone channels, while supporting collections, credit, and dispute processes. Candidates must have strong analytical abilities, excellent communication skills, and fluency in Spanish.

Key responsibilities

• Perform in‑depth analysis of customer issues and provide effective solutions.
• Handle voice interactions with customers, addressing collections, credit, and dispute cases.
• Collaborate with internal peers, Accenture management, and occasionally client stakeholders.
• Work with minimal supervision on routine tasks and moderate guidance on new assignments.
• Oversee small work efforts or teams when required.
• Participate in rotational shift schedules to ensure 24/7 coverage.

Required profile

• 5 to 8 years of experience in customer service or related domains.
• University degree in any discipline.
• Expert‑level proficiency in Spanish (both written and spoken).
• Demonstrated experience in collections, credit, and dispute handling.

Required skills

• Customer Service – Voice channel expertise.
• Language translation and communication in Spanish.