Customer Service Analyst – Voice

About the role

Accenture is seeking a Customer Service Analyst – Voice to join its new Engagement Centre. The analyst will provide multilingual, multichannel support to customers, handling complaints, order and return processing, inbound calls and website registration queries.

Key responsibilities

• Respond to inbound and outbound customer contacts across voice channels.
• Handle complaint resolution, order and return processing, and general product inquiries.
• Escalate and resolve service issues, transferring calls to Tier 2 when necessary.
• Track, report and follow up on system incidents and updates.
• Maintain compliance with service‑level agreements and key performance indicators.
• Support process documentation and adhere to scheduled operating hours, including rotational shifts.
• Perform analysis and resolution of lower‑complexity problems.

Required profile

• 3‑5 years of inbound and outbound customer service experience.
• Ability to work under pressure and meet SLA targets.
• Graduate degree in any discipline.
• Fluent French (expert level) for language translation tasks.

Required skills

• French – expert.

What we offer

• Opportunity to grow within Accenture’s global network.
• Exposure to a dynamic, evolving client environment.