Call Center Executive

About Common Service Center The CSC is a strategic cornerstone of the National e-Governance Plan (NeGP), approved by the Government in September, 2006, with an aim to cover all 6 lakhs census villages by one lakh CSCs, as per 1:6 ratio equitably spread across rural India, as part of its commitment in the National Common Minimum Programme to introduce e-governance on a massive scale.

Common Services Centres are the access points for delivery of Government-to-Citizen (G2C) e-Services within the reach of the citizen, by creating the physical service delivery ICT infrastructure. It helps in making a transparent service delivery mechanism and reducing citizens’ effort in visiting government offices. ​ Position: KRPH Helpdesk Executive Location : Guwahati Experience : 1 to 5 years Key Responsibilities Handle inbound and outbound calls for the KRPH Helpdesk in a professional and courteous manner.

Assist beneficiaries by providing accurate information regarding government schemes, services, programs, and related initiatives. Communicate effectively with callers in the designated regional language, as well as Hindi and basic English, where required. Record and update customer interactions, queries, complaints, and service requests in the CRM/Ticketing Portal.

Ensure timely resolution of beneficiary concerns and escalate unresolved cases to the concerned supervisor/team as per the defined escalation matrix. Adhere to prescribed call handling procedures, quality standards, scripts, and Standard Operating Procedures (SOPs). Maintain confidentiality of beneficiary information and comply with all data privacy and information security guidelines.

Achieve defined performance metrics, including productivity and quality parameters such as Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and adherence to schedules. Participate in mandatory training programs, refresher sessions, quality reviews, and process improvement initiatives.

Support the team in maintaining high service standards and delivering a positive beneficiary experience. Language Requirements Fluency in at least one of the following regional languages, based on project requirements: Assamese Bengali Mizo Manipuri Proficiency in Hindi is mandatory. Basic understanding and communication skills in English will be an added advantage.

Requirements

Experience Requirements 0–2 years of experience in a Customer Support, Call Center, Helpdesk, or Contact Center environment. Fresh graduates with excellent communication skills and proficiency in the required regional language(s) are encouraged to apply. Prior experience working on government projects, public service helplines, insurance support processes, or rural outreach programs will be considered an added advantage.