United States
Sector
Keyword
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
S SSC NASSCOM)
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
Result-oriented
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)
ProspectsinIT/ITESIndustryinIndia
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
