Skill required: Omnichannel - Customer Service
Designation: Delivery Operations Associate-Voice
Qualifications:Any Graduation
Years of Experience:1-3 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Role DescriptionThese calls encompass a range of topics, including billing and payment enquiries, product and service support, handset and device assistance, retail-related queries, general enquiries, and account administration. In addition to resolving customer issues, it is essential to identify value-added opportunities that drive sales, support revenue growth, and enhance customer retention within the channelRole overviewThe Business Inbound Voice Agent is responsible for handling inbound calls from business customers, providing comprehensive support across billing, account management, products, and services. This role is critical in resolving customer issues efficiently while identifying value-added opportunities to drive sales, support revenue growth, and strengthen customer retention. Agents act as a key point of contact for business customers, ensuring a high-quality service experience and contributing to overall commercial performance.
What are we looking for? skills and competencies"Excellent verbal communication skills with a professional and confident phone manner.Strong customer service orientation with the ability to build rapport with business customers.Commercial awareness and ability to identify sales and retention opportunities.Strong problem-solving skills with the ability to troubleshoot and resolve issues effectively.Ability to multitask and manage call handling, system navigation, and documentation simultaneously.High attention to detail and accuracy when updating customer records.Resilience and ability to perform in a target-driven, fast-paced environment."Experience and qualifications"experience in customer service, inbound sales, or business support roles (B2B experience preferred).Experience handling inbound calls in a contact centre or similar environment is advantageous.Familiarity with CRM systems and call handling platforms is beneficial.Telecommunications or technology sector experience is desirable but not essential."
Roles and Responsibilities: Conduct fraud risk assessments on new and existing accounts• Perform identity verification checks• Apply behavioural analytics and fraud detection tools• Investigate suspicious activity and account anomalies• Document case findings and escalate high-risk cases• Ensure compliance with fraud prevention frameworks

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.