Customer Service Associate

Customer Service Representative

Customer Care Executive

Customer Service Advisor

Helpdesk Coordinator

Customer Support Representative

Process Associate-Voice

Minimum 10th

Certified training for CRM Domestic Voice (programme aligned to SSC/Q2210 released by IT-ITe


0-1 year of work experience/internship in a related area

The tasks a CRM Domestic Voice is expected to perform include: Receiving and making telephone calls

Answering inquiries

Resolving problems

Recording complaints

Receiving feedback

Knowledge of the importance of introducing yourself and the purpose of the call

Ability to use different styles and approaches when working with customers

Knowledge about how to adapt your style and approach to meet customers preferences

Good knowledge about different questioning techniques for identifying customer needs and how to apply them

Ability to understand how to match products/services to customer needs

Proficiency in using different opportunities for up-selling or cross-selling other products/services to customers

Familiar with current practice in sales and customer service

Computer literacy

Product knowledge

Training programs in customer orientation, dealing with difficult customers, telephone etiquette etc.

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

Need not handle a team

Local travelling is not part of this job role

Part-time work and contractual jobs are available

Work from home option is not available

Working hours

IT & ITES companies usually work for 5/6 days a week and 8/9 hours everyday. 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 considered mildly hazardous or dangerous

One may develop occupational hazards like weight gain, hearing problems, headache, body ache, eye strain, loss of concentration, loss of sleep and appetite, fatigue, weepy bouts etc.

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

For freshers INR 10,000 to INR 13,000 per month

For candidates with 1/2 yearsexperience - INR 15,000 to INR 20,000 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 IndiaThe 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 centered 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 IndiaSustained 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. Sustained GDP growth, increasing public sector spends, and adoption of IT by industry would drive the domestic component of the market. Given these factors, it is expected that the Indian IT and ITES Industry would record about US $ 220 billion in exports and US $ 60 billion domestically by 2022. This growth can be much more with markets opening up further and supported by large investments in innovation, skill building, IP creation, and development of IT infrastructure in tier-2 and tier-3 cities.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.

IT & ITES companies across tier 1 & tier 2 cities

Not applicable

A GCS Group Venture


Ants Consulting & Services Pvt Ltd.

All India Management Association

Britti Prosikshan Pvt Ltd.

Calance Software Pvt. Ltd.

CAP Workforce Development Institute Pvt. Ltd.