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 support consumers by handling complaints, processing orders and returns, and responding to inbound and outbound inquiries related to our products.

Key responsibilities

• Manage support escalations from clients and route calls to Tier 2 when needed.
• Track and report system issues, ensuring timely resolution.
• Maintain up‑to‑date knowledge of system changes and updates.
• Adhere to service level agreements and scheduled operating hours.
• Support process documentation and comply with account KPIs.
• Assist with new processes as they are officially added to the service portfolio.
• Provide high‑quality voice support for Spanish‑speaking customers.

Required profile

• 3 to 5 years of inbound and outbound customer service experience.
• Ability to work effectively under pressure.
• Spanish language proficiency at expert level.
• Any graduate qualification.
• Strong communication and problem‑solving skills.

Required skills

• Expert Spanish language ability.
• Inbound and outbound call handling.
• Complaint handling and order/return processing.
• System issue tracking and SLA compliance.