Customer Care Executive

Aliases: Customer Support Executive, Customer Care Representative, Customer Service Executive

Industry/Sector(s): Electronics and HW

JOB DESCRIPTION ¹

The tasks a Customer Care Executive is expected to perform include:

Receiving, understanding and responding to customer queries through e-mail or phone
Recording complaints and following up with existing complaints to resolve problems
Co-ordinating with other departments to resolve the issue
Resolving non-technical issues on call itself
Assisting customer in registering complaints

WORK ENVIRONMENT ^{1, 2}

It is a desk job
Need not handle a team
Local travelling may be a part of this job profile
Part-time work and contractual jobs are available
Work from home option is not available

Working hours

Organizations usually work for 5/6 days a week for 8/9 hours everyday. This may vary from organization to organization
Shift system may be 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
Certified training for Customer Care Executive (programme aligned to ELE/Q4603 released by Electronics Sector Skills Council of India)

KEY COMPETENCIES ¹

Well-versed with company’s products and recurring problems reported
Proficient in communicating with customers in order to put them at ease
Knowledge of basic electronics of system hardware
Proficient with the functions of electrical and mechanical parts of product
Well-versed with internal process system and their usage
Knowledge of hardware maintenance
Well-versed with different models of after sales support provided by the company
Knowledge of internal process system and their usage

DESIRABLE COMPETENCIES ¹

Planning and organizing skills
Team player
Attention to detail

AVAILABLE SKILL TRAINING AND LEARNING INSTITUTES

Colleges providing diploma across India

AVAILABLE SKILL TRAINING SCHEMES/SCHOLARSHIPS

For scholarship and schemes, use further links like:

https://scholarships.gov.in/

SAMPLE OF TRAINING AND LEARNING COURSES

http://www.scdl.net/online-education-programmes-in-customer-relationship-management.aspx

CAREER PROGRESSION PATH ⁵

Customer Care Executive → Customer Care Senior Executive → Assistant Manager → Manager

The progression is indicative

EXPECTED EARNINGS ^{3, 4}

For candidates with experience - Rs 14,000 to Rs 16,500 per month

These figures are indicative and subject to change

REQUIRED WORK EXPERIENCE ¹

Generally, 1 year experience in customer handling job is required

PROBABLE EMPLOYERS ⁴

Call centres of IT hardware companies
Call centres of electronic companies

KEYWORDS

Customer Service Executive
Customer Support Executive
Customer Care Representative
Customer Relationship Officer

OCCUPATIONAL CODES AND STANDARDS

Standard	Code	Description
NCO 2015	5244.0301	Customer Care Executive
ISCO 2008	5244	Contact Centre Sales Person
NIC 2008	82300	Organization of conventions and trade shows
QP Reference	ELE/Q4603	Customer Care Executive
NSQF	Level 3	Not available

REFERENCES

1	http://www.nsdcindia.org/sites/default/files/files/qp-ithw-customer-care-exe.pdf
2	http://www.ccdisabilities.nic.in/page.php?s=reg&t=def&p=list_jobsNew
3	http://www.payscale.com/research/IN/Job=Customer_Care_Executive/Salary
4	https://www.naukri.com/job-listings-Customer-care-Executive-4G-IT-Solutions-India-Pvt-Ltd--Mumbai-Navi-Mumbai-1-to-3-years-201016005739?src=seo_srp&sid=14773376084254&xp=44&qp=customer%20care%20executive&srcPage=s
5	http://dget.nic.in/upload/uploadfiles/files/publication/Des-Div-7.pdf

Disclaimer: We hereby declare that utmost care has been taken to ensure that the content provided here is valid and relevant. Given the dynamic nature of the information, it may vary across organizations, institutes, cities, and states in India. The publisher, author, and printer will not be held liable or responsible for any discrepancy in the content. This content should be used for reference purpose only; it is not intended to be a substitute for professional advice or used for any commercial purposes. The contact details and website links provided in the content may have changed from the time of creation till its printing/publication. The company names that have been cited are for example purpose only. The Directorate does not endorse any of the said organizations.

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