Website Accenture

Accenture Business Advisory New Associate – Customer Service Technology

Opportunity Overview

Attribute Details
Organization Accenture (Operations / Next Generation Customer Operations)
Role Title Business Advisory New Associate
Core Domain Customer Service Technology, Multichannel Support, Order & Return Processing
Experience Level Entry-Level / Early-Career (0 – 1 Year)
Education Requirement Any Graduation (Bachelor’s Degree or equivalent)
Application Fee Free

Role Scope & Operations Architecture

The Business Advisory New Associate supports Accenture’s Engagement Centre operations, providing multichannel customer experience support, technical ticket routing, and SLA compliance across trade and consumer workflows:

[Inbound/Outbound Customer Channels] ➔ [Issue Triage & Order/Return Handling] ➔ [Tier-2 Escalation & SLA Tracking] ➔ [Process Documentation]

Core Responsibilities

  • Multichannel Customer Support: Assist consumers and trade/marketing teams with inbound calls, order/return processing, website registration, and complaint handling.

  • Escalation & Tier-2 Routing: Handle front-line service escalations, triage complex technical inquiries, and efficiently transfer calls/tickets to Tier-2 support departments.

  • System Tracking & Reporting: Log and report system bugs, stay updated on platform changes, and contribute to standard operating procedures (SOPs) and process documentation.

  • SLA & KPI Adherence: Comply with assigned coverage schedules, meet core performance metrics (CSAT, Average Handling Time, First Contact Resolution), and adhere to client Service Level Agreements (SLAs).

Candidate Eligibility & Technical Skills Matrix

Minimum Qualifications

  • Education: Bachelor’s degree / Graduation in any discipline from a recognized institution.

  • Professional Experience: 0 to 1 year of experience in inbound/outbound customer service, technical support, or trade marketing activities.

  • Operational Readiness: Ability to work under pressure, adapt to dynamic schedules, and manage high volumes of customer interactions.

Preferred Technical & Functional Competencies

Category Skill Domain & Focus Areas
Customer Operations

• Inbound/outbound call handling, chat support, and email ticket resolution


• Order lifecycle management, return/refund processing, and account registration
Systems & Support

• Ticketing systems (e.g., Salesforce Service Cloud, ServiceNow, Zendesk)


• Reporting system bugs, tracking issue resolution, and adhering to SOPs
Soft Skills & Governance

• Strong verbal and written communication skills


• Time management, schedule adherence, and stress tolerance in high-volume environments

Selection Workflow & Evaluation Stages

[Application & Resume Screening] ➔ [Aptitude & Communication Assessment] ➔ [Operations & Communication Round] ➔ [HR Interview]

  1. Profile Screening: Verification of educational credentials (0–1 year experience range) and alignment with Engagement Centre shift models.

  2. Online Assessment: Evaluation of verbal communication, written comprehension, situational judgment, and customer scenario handling.

  3. Operations Technical Interview: Scenario-based interview evaluating conflict resolution, order processing logic, ticket escalation handling, and SLA adherence.

  4. HR & Cultural Fit Discussion: Discussion regarding shift flexibility, schedule compliance, career aspirations, and organisational alignment.

Upload your CV/resume or any other relevant file. Max. file size: 2 GB.