Career Information > IT-ITeS > Call Center Executive

Last Updated on :09/08/2016
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Call Center Executive

Aliases: Customer Care Executive, Query Resolution Executive

Industry/Sector(s): IT-ITeS


JOB DESCRIPTION 1

The tasks a Delivery Management Cell Agent is expected to perform include:

  • Answering enquiries from customers over the phone or in person
  • Investigating the complaints regarding goods, services and policies
  • Arranging for funds, exchange and credit for returned merchandise
  • Initiating billing process and claim payments
  • Providing information to the customer and the public regarding goods, services, schedules, rates, etc.
WORK ENVIRONMENT 5, 2
  • It is a desk job
  • Need not handle a team
  • Local travelling is not a part of this job role
  • Part-time work and contractual jobs are not available
  • Work from home option is not available
Working hours
  • Organization usually work for 5 days a week and 8 to 9 hours everyday. This may vary from organization to organization
  • Shift working is available
  • Overtime may be required
Is the job suitable for a candidate with special needs?

This may vary from organization to organization

EDUCATIONAL QUALIFICATIONS AND TRAINING 1
  • Preferably,Diploma/Graduate (Engineering, Arts, Commerce, Science)
  • Certified training for Delivery Management Cell Agent (programme aligned to  LSC/Q3032 released by Logistics Skill Council)
KEY COMPETENCIES 1
  • Knowledge of basic working of computer
  • Proficient in searching customer details in database
  • Well-versed in providing customer service support by interacting over phone
  • Proficient in handling and resolving customer queries
  • Proficient in using Customer Relationship Management (CRM) applications in order to fetch customer account details and verify the same
  • Well-versed with various company policies for return, exchange of goods, etc.
DESIRABLE COMPETENCIES 1
  • Able to handle pressure
  • Able to multi-task
AVAILABLE SKILL TRAINING AND LEARNING INSTITUTES 4

Colleges across India

AVAILABLE SKILL TRAINING SCHEMES/SCHOLARSHIPS 

For scholarship and schemes, use further links like:

  • https://scholarships.gov.in/main.do
SAMPLE OF TRAINING AND LEARNING COURSES 

http://www.minglebox.com/direct/call-centre-training/faq

CAREER PROGRESSION PATH 3

Call Centre Trainee → Delivery Management Cell Agent → Executive Assistant → Assistant Manager → Team Leader → Manager

The progression is indicative

Transfer option
  • India: Yes
  • Abroad: Yes

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

EXPECTED EARNINGS 4
  • For new entrants - Rs 7,000 to Rs 9,000 per month  
  • For candidates with experience - Rs 13,000 to Rs 18,000 per month

These figures are indicative and subject to change

REQUIRED WORK EXPERIENCE 1

Some organizations hire new entrants too

PROBABLE EMPLOYERS 5

Logistics units

KEYWORDS 
  • Delivery Management Cell Agent
  • Call Centre Executive
  • Customer Care Representative
  • Customer Service Associate
  • Call Center Representative
OCCUPATIONAL CODES AND STANDARDS 
Standard Code Description
NCO 2015 3339.0600 Call Center Executive
ISCO 2008 3339 Business Service Agents Not Elsewhere Classifed
NIC 2008 63991 Telephone based information services
QP Reference LSC/Q3032 Delivery Management Cell Agent
NSQF 4 Not available
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