Customer Support Associate - International Voice Process (Inbound)

About Accenture

Accenture is a global leader in professional services, specializing in digital, cloud, and security solutions. With extensive expertise spanning over 40 industries, we provide Strategy and Consulting, Interactive, Technology, and Operations services through a vast network of advanced technology and intelligent operations centers worldwide. Employing 674,000 professionals, we serve clients in more than 120 countries, committed to innovation and shared success for all stakeholders.

Role Overview

The Business Inbound Voice Agent will handle incoming calls from business clients, addressing queries related to billing, account management, products, and services. This role plays a vital part in resolving issues promptly while identifying upselling possibilities to boost sales and enhance customer retention. Acting as a primary liaison, agents ensure exceptional service experiences and support overall business goals.

Key Responsibilities

• Receive and manage inbound voice calls from business customers covering diverse inquiries.
• Offer assistance in billing, payments, product and service support, handset/device issues, and retail-related questions.
• Effectively diagnose and resolve customer problems to minimize operational disruptions.
• Recognize and capitalize on cross-selling and upselling opportunities to increase revenue.
• Recommend products and services tailored to the customers' business requirements.
• Maintain comprehensive and precise records of all interactions using CRM software.

Candidate Profile

• Any graduate or HSC pass with 1 year of relevant experience is eligible; freshers can also apply.
• Between 1 to 7 years of experience, ideally in customer service, inbound sales, or business support roles, preferably B2B.
• Experience managing inbound calls in call centers or similar environments is an advantage.
• Familiarity with CRM platforms and call handling systems is beneficial.
• Excellent verbal communication skills with confidence and professionalism on calls.
• Strong focus on customer service and ability to establish rapport with business clients.
• Commercial mindset to identify sales and retention opportunities effectively.
• Multitasking skills, including call management, system navigation, and documentation.
• High attention to detail when updating customer data accurately.
• Resilient and able to perform well in fast-paced, target-driven settings.

Working Conditions

• Location: Mumbai (Vikhroli – MDC2)
• Shift: Night shifts aligning with UK/US timings, operational 24/7 with rotational weekly offs.
• Work Mode: On-site at the office.

Benefits

• Provision of round-trip cab transportation within Accenture’s designated transportation boundary.