Customer Service Analyst – Voice

About the role

Accenture is seeking a Customer Service Analyst – Voice to join its new Engagement Centre. The analyst will handle inbound and outbound calls, manage complaints, process orders and returns, and respond to website registration inquiries. This position supports a multilingual, multichannel environment and offers opportunities for growth within the centre or across the company.

Key responsibilities

• Provide first‑line support for customer inquiries via phone and digital channels.
• Handle complaint resolution, order and return processing, and registration issues.
• Escalate complex cases to Tier 2 and track system incidents.
• Maintain up‑to‑date knowledge of system changes and document processes.
• Adhere to service level agreements, schedules, and key performance indicators.
• Participate in new process roll‑outs as required by the client.

Required profile

• 3‑5 years of inbound and outbound customer service experience.
• Ability to work under pressure and meet defined KPIs.
• Fluent French (expert level) and strong communication skills in English.
• Willingness to work rotational shifts.

Required skills

• Proficiency in handling multimedia/multichannel support.
• Experience with call handling and escalation procedures.

What we offer

• Opportunity to develop within a global professional services firm.
• Exposure to a variety of client projects and internal teams.
• Potential career progression in the engagement centre or other Accenture units.