Sector
IT-ITES
Keyword

Customer Service Associate, Customer Service Representative, Customer Care Executive, Customer Service Advisor, Helpdesk Co-ordinator, Customer Support Representative

Minimum Preferably 10th standard pass

Certified training for CRM Domestic Non-Voice (programme aligned to SSC/Q2211 released by IT-ITe

SSSCNASSCOM)

0-1 years of work experience/internship in customer service roles

The tasks a CRM Domestic Non-Voice is expected to perform include:

Resolving queries and customer cases over web via chat or email

Recording the resolution of queries accurately using your organization?s query management tool

Complying with relevant standards, policies, procedures and guidelines when dealing remotely with customer queries

Knowledge of relevant standards, policies, procedures and guidelines that apply when dealing with customer queries

Ability to use relevant product reference guides or support materials to resolve queries

Knowledge about common types of customer queries and how to resolve them

Good knowledge about different styles and approaches when working with customers

Ability to understand techniques for conveying concern and commitment

Proficiency in using different questioning techniques for understanding customer queries

Familiar with issues that may affect customer satisfaction and how to deal with them

Well versed with current practices in customer service

Training programs in customer orientation, dealing with difficult customers, written communication etc.

Computer literacy

Product knowledge

Ability to multi-task

Effective communication skills

Flexibility and problem solving ability

Attention to detail

Ability to work independently and with a team

It is a desk job

Work from home option is not available

Part-time work and contractual jobs are available in some cities

Local travelling is not part of this job role

Need not handle a team Working hours

Working hours are for 5/6 days a week and 8/9 hours every day. This may vary from company to company

Shift system is available

Being self-employed is not an option

Is the job suitable for a candidate with special needs?Maybe

This job is not considered hazardous or dangerous

Occupational hazards include weight gain, hearing problem, headaches, body aches, eye strain, loss of concentration, loss of sleep and appetite, fatigue, etc.

Health risks include exposure to demanding and strenuous routine, repetitive tasks, working in closed environments, etc.

For freshers INR9,000 to INR10,000 per month For candidates with 1/2 yearsexperience - INR15,000 to INR20,000 per month For candidates with over 2 yearsexperience INR 25,000 to INR 30,000 per month(These figures are indicative and subject to change)

Current Scenario of ITES-BPM/BPO Sector in India

The Indian IT and ITES Industry recorded a turnover of US $ 60 billion in 2009, with exports accounting for about US $ 47 billion and contributing to over 70% of industry revenues. The Indian IT-BPM industry is expected to add revenues of US$ 13-14 billion to the existing revenues by FY15, according to National Association of Software and Services Companies (NASSCOM).

The major segments of the Industry are IT Services, BPO, and Engineering Services, R&D, and Products. Much of the activity is centred on service offerings in Banking, Financial Services, and Insurance (BFSI), Hi-Tech and Telecom, Manufacturing, and Retail.

Future Trends in ITES-BPM/BPO Sector in India

Based on the trends witnessed in productivity and the likely growth potential of the IT and ITES industry, it is expected that the industry would result in an incremental employment of about 7.5 million persons directly by 2022. A large portion of this employment is expected to occur in the ITES (BPO/KPO) exports sector, in the form of professionals such as CRM Domestic Non-Voice.

Companies working in IT and IT-enabled services

Multinational companies

Maximum numbers of job openings are available in IT & ITES companies across Tier 1 & Tier 2 cities.

Not applicable

A GCS Group Venture - GCS Computer Tech Pvt Ltd, SCO 19, Sector 26, Madhya Marg, Chandigarh-160019, Tel:0172-4353300, http://www.gcsgroupstar.in

AISECT, Head Office, Bhopal; AISECT Corporate Office, New Delhi, Tel:1140526727, www.aisect.org

Ants Consulting & Services Pvt Ltd, B2-1905, South City, Off Bannerghatta Road, Bangalore - 560076, Tel:+91-81230-17393 , +9180-2658-2817, http://www.ants.in/

All India Management Association, 14, Institutional Area, Lodhi Road, New Delhi 110003, India,Tel: 011 - 24645100 / 011 24617354, https://www.aima.in/

Britti Prosikshan Pvt Ltd, 128/18, Hazra Road, Kolkata - 700 026, http://www.technable.in/

Calance Software Pvt. Ltd, 201, Greenwood Plaza, Greenwood City, Sector-45, Gurgaon - 122002, Haryana, India, Tel:+91 124 4261025, http://www.nsdc.egovcalance.com

CAP Workforce Development Institute Pvt. Ltd., 101, Gowri Shankar Residency, 53&54, Kamalapuri Colony Phase-III, Hyderabad-500073, AP, India, Tel:040 2354 1763, 040 23540019, http://www.capwdi.org