Customer Support Representative

Process Associate

Customer Care Executive

Minimum Preferably 12th pass Certified training for Associate CRM (programme aligned to SSC/ Q2202 released by IT ITe


Minimum 0 - 1 years of work experience/internship in related area

The tasks an Associate CRM is expected to perform include:Receiving and making scripted telephone calls, with the assistance of computerised system Recording complaints and receiving feedback from the customers

Managing and resolving client queries/issues primarily through telephonic calls, email and chat Establishing contact with customers to sell products/services to them

Making convincing sales pitches to customers

Obtaining required financial information from customers, to complete the sale

Completing theorganization?spost-salesprocedures

Skilled in methods and techniques used for negotiating payment terms with customer

Familiaritywith different queries regarding payments and standard responses to them

Skilled in dealing with different types of non-payments and other problems

Knowledge of using a dialer

Familiaritywith reading data using CRM system

Proficient in matching products/services to customer needs

Awarenessof current practice in sales and customer service

Ability to navigate a computerised data entry system or other relevant applications

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

Hardworking and persistent


Ability to work independently Customer-oriented Good interpersonal skills Excellent communication skills Empathetic Patient

It is a desk job

Need nothandle a team

Localtravelling is not a part of this job role

Part-timework and contractual jobs are not available

Workfrom home option is not available

Working hours

Multinational companies usually work for 5 days a week and 8 to 9 hours everyday. This may vary from company to company

Shift working may predominantly not be available

Overtime may be required

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

This job is not considered hazardous or dangerous One may develop occupational hazard like poor eyesight, obesity, joint pain, etc. if not taken care of

For fresher - INR 11,000 to INR 24,000 per monthFor candidates with experience - INR 19,000 to INR 30,000 per month (These figures are indicative and subject to change)

Prospects in IT/ITES Industry in India

According to ?Human Resource and Skill Requirements in the IT and ITES Industry Sector(2022)report, the IT service spending is expected to increase to US $ 1.5 to 1.7 trillion till 2022. India?s share in the global BPO spend is about 3.2%. In 2009, the ITES/BPO sector recorded about US $ 15 billion in revenues and has grown at a CAGR of 33% in BPO exports. Customer interaction account for a significant portion of BPO revenues. It is expected that the ?outsourcemarket 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 employ about 7.5 million persons directly by 2022.

The same report also identifies the skill gaps for the following profile as inadequate process compliance, lack of attention to detail, lack of understanding of basic quality initiatives, inadequate communication skills and lack of aptitude for multi-skilling. The projected growth can be achieved and may be increased if attention is paid to fill the skill gaps and enhance other facilities.

This profile is a important part of the BPO industry, with the growth of this industry the job opportunities in this sector will also increase.

Cities across India