Last Updated on :23-08-2016
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Customer Care Executive_Call Center

Aliases: Customer Service Representative, Customer Service Associate, Customer Service Advisor, Customer Relationship Officer, Call Centre Executive

Industry/Sector(s): Telecom


JOB DESCRIPTION 1

The tasks a Customer Care Executive (Call Center) is expected to perform include:

  • Providing customer service to the customers of an organization
  • Handling, follow up and resolving customer queries, requests and complaints
  • Interacting with customers over the phone
WORK ENVIRONMENT 
  • It is a desk job
  • Work from home option is not available
  • Part-time part and contractual jobs may be available
  • Travelling is not a part of the job
  • Need not handle a team
Working hours
  • Working hours include 9 hours every day for 5 to 6 days a week. This may vary from company to company
  • Shift system is available
Is the job suitable for a candidate with special needs?

Yes

EDUCATIONAL QUALIFICATIONS AND TRAINING 1
  • Minimum - Preferably 10+2 or equivalent
  • Certified training for Customer Care Executive (Call Center) (programme aligned to TEL/Q0100 released by Telecom Sector Skill Council)
KEY COMPETENCIES 1
  • Knowledge of basic workings of computer
  • Well-versed with providing customer service support by interacting with customers over the phone
  • Proficient in handling and resolving customer queries
  • Proficient in using Customer Relationship Management (CRM) and other applications in order to fetch customer account details and verify the same
DESIRABLE COMPETENCIES 1
  • Computer fundamentals training course
  • Basic soft skill orientation
AVAILABLE SKILL TRAINING AND LEARNING INSTITUTES 
  • St. Xavier’s College, 30 Park Street, 30 Mother Teresa Sarani, Park Street, Kolkata, West Bengal, India- 700016,  http://www.sxccal.edu
  • ARISE College of Information Technology & Management, 21/A, Opp. Gurunanak Girls College, Main Road, Sec. 4, Hiran Magri, Udaipur, Rajasthan, http://www.arisecollege.com
  • CPIT Edutech Pvt. Ltd, 612-A,6th floor, sachdeva corporate tower, near petrol pump, sec-8, Rohini- New Delhi, http://www.cpit.in
  • IL&FS Institute of Skills, D-114, Okhla Phase - I, New Delhi 110 020, http://www.ilfsindia.com
  • LabourNet Services India Pvt Ltd, 24/1-4, 9th cross, JP Nagar 2nd phase, Bengaluru – 560078, http://labournet.in
  • Unique Call Solution Pvt Ltd, 68, New MLA Colony, Jawahar Chowak, Bhopal, madhya pradesh, http://ucsskills.com
AVAILABLE SKILL TRAINING SCHEMES/SCHOLARSHIPS 
SAMPLE OF TRAINING AND LEARNING COURSES 

http://psscive.nic.in/pdf/NVEQ/tele/CBC%20Telecom%20CCE%20Relationship%20Center%20L1.pdf

CAREER PROGRESSION PATH 

Customer Care Executive Trainee → Customer Care Executive (Call Center) → Team Lead  Assistant Manager → Manager

Transfer option
  • India: Yes
  • Abroad: Yes

(*This field to open the relevant job title when clicked)

EXPECTED EARNINGS 2
  • For freshers - ₹ 15,000 to ₹ 20,000 per month
  • For candidates with 2-3 years of experience or more - ₹ 25,000 to ₹ 30,000 per month

(These figures are indicative and subject to change)

REQUIRED WORK EXPERIENCE 1

Preferably 0-1 year of relevant work experience

PROBABLE EMPLOYERS 
  • Call centres of various telecom companies across India
  • Call centres of e-commerce companies across India
KEYWORDS 

Customer Service Representative, Customer Service Associate, Customer Service Advisor, Customer Relationship Officer, Customer Care Executive

OCCUPATIONAL CODES AND STANDARDS 
Standard Code Description
NCO 2015 5244.0303 Customer Care Executive_Call Center
ISCO 2008 5244 Contact Centre Sales Person
NIC 2008 47414 Retail sale of telecommunication equipment
QP Reference TEL/Q0100 Customer Care Executive (Call Center)
NSQF 4 NA
REFERENCES 
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