Business Advisory New Associate-Voice
Accenture
Navi MumbaiFresher1h agovia Naukri
This job at a glance
- Who can apply
- Freshers and up to 1 year
- Must know
- Customer serviceOperationsMarketingLead generation
- Work
- On-site in Navi Mumbai
- Pay
- Not stated by the employer.
- Skill demand
- Lead generation42%Marketing31%Operations6%Customer service2%of 48 similar fresher jobs posted in India this week
- Listed
- 6 Nov 2026 · still open
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About the Role
This role is focused on enhancing employee and customer service through structured and optimized processes within the Next Generation Customer Operations framework. You will be an individual contributor as part of a team with a predetermined, narrow scope of work, solving routine problems largely through precedent and referral to general guidelines. Your primary interaction will be within your own team and your direct supervisor.
Key Responsibilities
- Managing/resolving customers' queries.
- Handling escalations and complaints of dissatisfied customers, providing resolutions.
- Closing faults and complaints within SLAs.
- Assisting consumers/customers with complaint handling, order and return processing, inbound calls, website registration inquiries, and general questions or concerns regarding products.
- Handling queries from employees, customers, and vendors of client organizations.
- Managing a blended support process with 60-70% of interactions handled via calls, and the remaining volume divided between emails and chats.
- Handling support/service escalations to/from clients.
- Transferring calls to the Tier 2 department.
- Tracking and reporting system issues as needed.
- Staying current with system information, changes, and updates.
- Complying with service level agreements.
- Supporting and helping on process documentation.
- Complying with the assigned schedule to cover hours of operation.
- Complying with account KPIs.
- Supporting any other new process as required by the client, if officially included in the range of services.
Requirements & Tech Stack
- Next Generation Customer Operations - Customer Service Technology
- Multimedia/multichannel support experience (customer service, customer contact, technical support, or trade marketing activities).
- Inbound and Outbound customer service experience.
- Experience working under pressure.
- Strong communication and service skills.
- Strong problem-solving and critical/logical thinking abilities.
Qualifications
- Any Graduation.
- Previous experience in customer or employee support is a plus.
Note: This role may require you to work in rotational shifts, primarily catering to the US region, requiring night shift availability as per IST.