Customer Service Analyst – Voice

About the role

Accenture is seeking a Customer Service Analyst – Voice to join its new Engagement Centre. You will be the first point of contact for customers, handling complaints, order and return queries, inbound calls, and website registration questions while ensuring a high‑quality experience.

Key responsibilities

• Assist customers with complaint handling, order processing, returns, and product inquiries.
• Manage inbound and outbound calls, providing accurate information and support.
• Escalate and resolve service issues, transferring calls to Tier 2 when necessary.
• Track and report system incidents, staying up‑to‑date with system changes.
• Adhere to service level agreements, schedule requirements, and key performance indicators.
• Support process documentation and implement new procedures as directed.
• Work rotational shifts to cover the centre’s operating hours.

Required profile

• 3‑5 years of inbound and outbound customer service experience.
• Ability to work under pressure and meet performance targets.
• Graduate of any discipline.
• Fluent French (expert level) for handling French‑speaking customers.

Required skills

• Customer service and call handling.
• Multichannel support (voice, email, chat).
• Issue tracking and reporting.
• Process documentation.
• Compliance with SLAs and KPIs.

What we offer

• Opportunity to grow within Accenture’s global network.
• Exposure to digital, cloud, and security projects.
• Dynamic, multicultural work environment.