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Job Description – Customer Care Executive (Government Process)

Job Title: Customer Care Executive

Location: 2nd Floor, A-17, Sector-65, Noida (Near Sector-62 Metro Station)

Process: MSWS – Government Process (Voice Support)

Salary: Up to ₹20,000 CTC per month

Eligibility Criteria

- Graduate in any stream.

- Minimum 1 year of experience in a Customer Support/Customer Care role in the BPO domain.

- basic English communication skills with

neutral accent and minimal MTI (Mother Tongue Influence).

- Comfortable working in rotational shifts (Day shift preferred, based on business requirements).

- Rotational week off.

Key Responsibilities

- Handle inbound customer calls professionally and resolve customer queries.

- Deliver accurate information and ensure first-call resolution wherever possible.

- Maintain excellent customer satisfaction and service quality.

- Meet process KPIs including:

- Average Handle Time (AHT)

- Quality Score

- CSAT (Customer Satisfaction)

- Adherence & Attendance

- Productivity Targets

- Maintain complete and accurate call documentation in the system.

- Follow process guidelines, SOPs, and compliance requirements.

- Escalate unresolved issues to the concerned team whenever required.

Required Skills

- Strong verbal and written English communication.

- Good listening and problem-solving skills.

- Ability to handle customer queries with empathy and professionalism.

- Basic computer knowledge and typing skills.

- Ability to work in a fast-paced BPO environment while achieving defined KPIs.

Preferred Candidates: Candidates with prior experience in Government Voice Processes or Customer Support BPO will be preferred.

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