Customer Support Representative

Process Associate

Customer Care Executive

Minimum Preferably 12th pass Certified training for Associate Customer Care (Non-Voice) (programme aligned to SSC/ Q2201 released by IT ITe


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

The tasks an Associate Customer Care (Non-Voice) is expected to perform include:Recording complaints and receiving feedback from the customers

Managing and resolving client queries/issues primarily through email and chat Responding through either pre-existing e-mail templates or through customised e-mails

Recording and categorising queries accurately using the organisation?s query management tool Escalating complex queries to relevant team as per guidelines

Accessing the organisation?s knowledge base for solutions to queries, where available

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

Knowledge of relevant standards, policies, procedures and guidelines to be followed when dealing with customer queries

Familiaritywith relevant product reference guides or support materials to resolve customer queries

Skilled in various styles and approaches in handling customers

Proficiencyin attaining complete customer satisfaction

Awarenessof current practices in customer service

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

Ability to communicate effectively through chat/e-mail or other tools

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

Hardworking and persistent


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

It is a desk job

Neednot handle 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)


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 lack of problem solving skills, lack of process adherence, lack of business process understanding, inadequate communication skills and lack of customer orientation. 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 an important part of the BPO industry, with the growth of this industry the job opportunities in this sector will also increase.

Cities across India