Customer Service Analyst – Accenture Careers | Full-Time Opportunity in Mumbai
Are you looking to elevate your career in customer service and be part of a global leader in professional services? At Accenture, we bring together technology and human ingenuity to drive transformational change across industries. If you are passionate about delivering exceptional customer experiences and looking to be part of a dynamic, future-focused organization, this opportunity is for you.
We are inviting applications for the role of Customer Service Analyst, based in Mumbai, India. Join us and become part of a team that shapes the future of customer engagement.
About Accenture
Accenture is a world-renowned professional services company known for its leading capabilities in digital transformation, cloud, and security. Operating in over 120 countries with a global team of more than 775,000 people, Accenture delivers high-value solutions across 40 industries, ensuring that our clients are equipped to thrive in a constantly evolving business landscape.
Our services span Strategy and Consulting, Technology and Operations, and Accenture Song, all powered by one of the world’s largest networks of Advanced Technology and Intelligent Operations Centers.
We believe in the power of change to drive value and shared success — for our clients, our people, our partners, and the broader communities we serve.
Visit us at accenture.com to learn more.
Role Overview: Customer Service Analyst
As a Customer Service Analyst at Accenture, you will be aligned with our Customer Support vertical, specializing in handling customer queries, resolving complaints, and ensuring high levels of customer satisfaction. You will be instrumental in maintaining positive relationships between the organization and its customers by delivering outstanding service before, during, and after transactions.
This role demands excellent communication skills, the ability to manage customer expectations effectively, and a commitment to resolving issues promptly within the established Service Level Agreements (SLAs).
You will engage in a collaborative environment, working closely with peers and supervisors, ensuring consistent and high-quality customer service delivery.
Key Responsibilities
As a Customer Service Analyst, your day-to-day responsibilities will include:
Customer Query Management
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Query Resolution: Manage and resolve customer queries through voice-based communication channels.
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Complaint Handling: Handle escalations and dissatisfaction cases professionally, aiming for complete customer satisfaction.
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Problem Solving: Analyze customer issues, provide appropriate solutions, and ensure resolution within SLA timelines.
Communication and Relationship Management
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Effective Communication: Maintain proficiency in spoken and written communication to interact effectively with customers and internal teams.
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Relationship Building: Build and nurture positive relationships with customers by delivering service excellence.
Process Adherence and Quality Control
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Adherence to Policies: Follow established guidelines and procedures to ensure consistent and accurate service delivery.
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Quality Assurance: Maintain high standards of service quality by adhering to client requirements and internal metrics.
Collaboration and Reporting
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Team Collaboration: Collaborate with peers for knowledge sharing and improving service strategies.
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Status Reporting: Regularly update supervisors on task progress and seek guidance on complex issues.
Continuous Improvement
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Feedback Utilization: Actively seek feedback and use it to improve service delivery and customer handling skills.
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Upskilling: Participate in training sessions to stay updated with the latest customer service practices and tools.
Required Qualifications
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Educational Requirement: Bachelor’s degree in any discipline.
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Experience: 2 to 5 years of experience in a customer service or customer support role, preferably in a voice process.
Skills and Competencies
Essential Skills
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Communication Skills: Excellent verbal and written communication abilities.
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Customer Focus: A commitment to providing high-quality customer experiences.
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Problem-Solving Ability: Analytical skills to understand customer concerns and propose appropriate solutions.
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Time Management: Ability to manage multiple queries and prioritize tasks effectively.
Behavioral Competencies
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Attention to Detail: Ensure accuracy and thoroughness in customer interactions.
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Resilience: Ability to handle challenging situations calmly and effectively.
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Team Player: Willingness to collaborate and contribute to a high-performing team environment.
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Adaptability: Flexibility to adjust to changing client needs and evolving technologies.
Technical Skills
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CRM Tools: Familiarity with Customer Relationship Management (CRM) tools is a plus.
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MS Office Proficiency: Basic proficiency in Microsoft Office tools for reporting and documentation.
Working Conditions
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Location: Mumbai, India
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Work Schedule: Full-time role; candidates should be open to working in rotational shifts, including evenings, weekends, and holidays based on business requirements.
Your day will begin by reviewing customer tickets and voice inquiries assigned to you. Throughout the day, you’ll interact with customers via phone, helping to resolve their queries and complaints promptly and effectively. You’ll work closely with your peers to discuss complex cases and share knowledge, ensuring that customers receive the best possible solutions.
Each interaction is an opportunity to enhance the customer experience and contribute to the brand’s reputation for service excellence.
Why Join Accenture?
1. Shape the Future
At Accenture, you’ll be at the forefront of digital transformation, helping businesses reinvent their customer service operations for the future.
2. Work with Global Leaders
Join a team of over 775,000 professionals who are passionate about innovation and collaboration.
3. Continuous Learning and Development
Access a wide array of learning resources, certification programs, and professional development opportunities to grow your career.
4. Inclusive and Diverse Work Environment
Work in a culture that values diversity, equity, and inclusion, where every voice is heard and respected.
5. Commitment to Well-Being
6. Recognized as a Top Workplace
Accenture is consistently recognized as one of the World’s Best Workplaces™, reflecting our commitment to employee satisfaction and organizational excellence.
Equal Employment Opportunity Commitment
Accenture is an Equal Opportunity Employer. Employment decisions are made without regard to race, religion, gender, age, disability, or any other protected status.
Important Notice on Fraudulent Recruitment Practices
Please note that Accenture does not charge any fees at any stage of the recruitment process. If you are contacted by individuals asking for payments, report it immediately to in************@*******re.com.
Job Summary
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Job Title: Customer Service Analyst
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Location: Mumbai, India
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Experience: 2–5 years
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Skill Requirement: Voice – Customer Service
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Educational Qualification: Bachelor’s Degree (Any Graduation)
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Job Number: AIOC-S01582504
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Work Type: Full-Time
Ready to Make a Difference?
If you are driven to deliver exceptional customer experiences and wish to work with a globally recognized leader in professional services, Accenture is the place for you. Join us to build a career where your contributions truly matter.