Customer Service Analyst – Voice

About the role

Accenture is seeking a Customer Service Analyst – Voice to join its new Engagement Centre. In this role 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 level of satisfaction.

Key responsibilities

• Respond to inbound and outbound customer interactions in Spanish.
• Process complaints, orders, returns and general product inquiries.
• Escalate complex issues to Tier 2 and track resolution status.
• Monitor and report system issues, keeping documentation up to date.
• Adhere to service level agreements, schedules and key performance indicators.
• Support the implementation of new processes as required.

Required profile

• 3–5 years of experience in inbound and outbound customer service.
• Expert proficiency in Spanish (both spoken and written).
• Ability to work effectively under pressure and meet performance targets.

Required skills

What we offer

• Opportunity to work for a global leader in professional services.
• Exposure to a diverse client base across multiple industries.
• Professional development and career growth within Accenture.