Customer Service Representative
Customer Care Associate
Customer Relationship Officer
Customer Service Executive
Minimum - Preferably 10+2 or equivalent
Certified training for Customer Care Executive (Relationship Centre) (programme aligned to TEL/Q0101 released by Telecom Sector Skill Council)
Preferably 2-3 years of experience in sales/call centre
The tasks a Customer Care Executive (Relationship
Centre) is expected to perform include:
Providing end to end customer service
Handling and resolvingwalk-incustomer queries, requests and complaints
Recommending organization products and services to the customer as per their requirement
Adept with the process of store management, organizing inventory and product display
Knowledge of basic working of computer and MS Excel
Knowledge of complete range of products/services provided by the organization
Well-versed with the strengths and weakness of the organization?s products vis-?-vis competitors
Understanding customer?s buying pattern and offer customized solutions
Training incomputer fundamentals, basic communication skills, customer handling and selling skills andnegotiation and conflict management skills.
Effective communication skills
Patient and calm composure
Ability to handle work pressure
Good selling skills
It is a desk job
Work from home option is not available
Part-time work and contractual jobs maybe available
Travelling is a not part of the job
Need not handle a team
Working hoursare 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
This job is not considered to be dangerous or hazardous
Occupational risks may include mental stress, eyesight and hearing problems, musculoskeletal disorders, etc.
For freshers-INR 17,000 to INR 20,000 per monthFor candidates with 2-3 years of experience or more - INR 30,000 to INR 35,000 per month(These figures are indicative and subject to change)
Current Scenario of ITES/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 industry has grown at a CAGR of close to 30% between 2004 and 2009.
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/BPO sector in India
Sustained technology spending globally, and increasing GDP growth and spending in India are expected to be primary drivers of growth. A shift would occur in terms of customer expectations, led by innovation, end-to-end offerings, risk management, and compliance. It is expected that the ?outsource ablemarket would expand from the current US $ 500 billion to about US $ 1.5 to 1.6 trillion by 2020.
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, followed by IT exports and then in the domestic market.
Callcentresof various telecom companies across India
Callcentresof e-commerce companies across India
Major job openings are available in Bengaluru, Chennai, Delhi, Tamil Nadu, Mumbai, Pune and other metro cities.
Will be updated
Pvt. Ltd., 612-A,6th floor, Sachdeva
Corporate Tower, Near Petrol Pump, Sec-8,Rohini- New Delhi, Tel: 011-47702180, http://www.cpit.in/
IL&FS Institute of Skills, D-114, Okhla Phase - I, New Delhi 110 020, http://www.ilfsindia.com/
Net 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, Tel: 0755-4094675, http://ucsskills.com/
Globsyn Skills Development Pvt. Ltd., XI- 11 & 12, Block-EP, Sector- V Salt Lake, Kolkata- 700091, http://www.globsyn.com/
Xntuate Solutions, X001, Regency Park- II,DLF City IV, Gurgaon-122009, http://www.xntuate.com/