Customer support executive job description template
Customer support executives handle inbound queries, resolve complaints, and ensure customer satisfaction for their organisation. India's Business Process Outsourcing (BPO) sector employs over 1.4 million people, making it one of the largest employment generators for entry-level and experienced candidates. Use our customer support executive job description template to attract qualified candidates for voice and non-voice processes. It covers key responsibilities, required skills, Indian education requirements, salary insights, and the selection process.
Job title:
Customer Support Executive
Location:
Gurugram, Haryana (or Hyderabad / Pune / Bengaluru - specify process location)
Job type:
Full-time, Permanent
Reports to:
Team Leader / Operations Manager
Experience:
0-2 years
Employment type:
Permanent
About the role
We are hiring Customer Support Executives for our voice and non-voice processes serving US/UK/domestic clients. You'll handle inbound customer queries related to billing, technical support, order management, or general inquiries. This role requires strong communication skills, problem-solving ability, and comfort working in rotational shifts. International voice processes require excellent English communication with a neutral accent.
About the company: - Established: 2005 - Employees: 25,000+ - Industry: BPO / IT-Enabled Services (ITES) (Business Process Outsourcing) - Certifications: ISO 27001, ISO 9001, PCI DSS compliant - Presence: 12 delivery centres across India (Gurugram, Hyderabad, Pune, Chennai, Bengaluru) - Known for: One of India's top 15 BPO employers by National Association of Software and Service Companies (NASSCOM); serves Fortune 500 clients in banking, telecom, and e-commerce
Customer support executive roles and responsibilities - Handle 50-80 inbound customer calls or 30-50 chat/email tickets per day depending on process - Resolve customer queries related to billing, orders, technical issues, and product information within defined SLAs - Log and track all interactions in CRM systems (Salesforce, Zendesk, ServiceNow, or proprietary tools) - Escalate complex issues to senior team members or relevant departments following SOPs - Meet defined KPIs: average handling time (AHT), customer satisfaction score (CSAT), first call resolution (FCR) - Maintain up-to-date knowledge of client products, policies, and process updates - Adhere to data security protocols (ISO 27001 / PCI DSS) - never share confidential customer data - Participate in weekly feedback sessions and call audits with the quality team
Customer support executive qualifications and skills - Strong verbal and written communication skills in English (neutral accent preferred for international processes) - Proficiency in Hindi is mandatory for domestic processes; additional regional language (Kannada, Tamil, Telugu, Bengali) is a plus - Basic computer proficiency - typing speed of 25+ WPM with 90% accuracy, familiarity with MS Office and email - Ability to handle stressful customer situations with patience and empathy - Willingness to work in rotational shifts including night shifts (for US/UK processes) - Prior experience in a BPO or customer service role is a plus but not required for freshers
Education and Experience Requirements - Minimum education: Class 12 / HSC pass (any stream); graduation preferred for international processes - Minimum 50% in Class 12 and graduation (where applicable) - Freshers welcome; 0-2 years of experience in BPO, customer service, or telecalling preferred - English language certification (e.g., B1/B2 CEFR level or equivalent) is a plus for international processes - Immediate joiners (within 15 days) preferred
Customer support executive average salary
In India, Customer Support Executives in the BPO sector typically earn ₹2.4-4.5 Lakhs Per Annum (LPA) Cost to Company (CTC) for voice processes. Non-voice (chat/email) roles range from ₹2-3.5 LPA. Night shift allowance adds ₹3,000-5,000 per month. International voice processes in Gurugram and Hyderabad pay 15-20% higher than domestic processes.
Source: TeamLease Employment Outlook 2025; Indeed India Salary Data 2025.
Benefits - CTC includes: Basic + HRA + Shift allowance + Night shift allowance + Performance incentive (monthly) - Statutory: Provident Fund (PF), Employees' State Insurance Corporation (ESIC) (if gross ≤₹21,000/month), Gratuity (payable after 5 years) - Additional: Group medical insurance (self + dependents), cab facility for night shifts (doorstep pickup and drop) - Perks: Subsidised cafeteria, quarterly team outings, employee wellness programs, cab facility for women employees (mandated by POSH Act compliance) - Growth path: Support Executive → Senior Executive → Team Leader → Operations Manager
Other details - Probation period: 6 months - Notice period: 30 days (15 days during probation) - Immediate joiners preferred: Yes - can join within 7-15 days - Bond / Service agreement: None typically - Working days: 5 days a week (rotational week off - not fixed Saturday/Sunday) - Work mode: Work from Office (mandatory; remote for certain processes only) - Shifts: Rotational shifts - 6 AM-3 PM (morning), 2 PM-11 PM (afternoon), 9 PM-6 AM (night). Night shifts mandatory for international processes - Relocation support: Not provided; candidates must be local or willing to relocate at own cost
Selection process
1. HR telephonic screening: 5-minute call to verify education, experience, shift preference, and communication skills
2. Versant / OPI assessment: 15-minute automated language proficiency test measuring pronunciation, fluency, grammar, and listening comprehension (for international processes)
3. Operations round: 20-minute face-to-face interview covering process knowledge, problem-solving scenarios, and role-play
4. HR interview: Final discussion on salary, shift preference, notice period, and onboarding date
5. Offer rollout: Conditional on background verification and document submission
How to apply - Platform: Apply through Naukri, Indeed, LinkedIn, or the company's careers portal - Documents: Resume, Class 12 marksheet, graduation marksheets (if applicable), government ID (Aadhaar / PAN) - Timeline: Rolling applications; interview process completed within 5 days of application - Walk-in: Walk-in interviews held every Tuesday and Thursday at the delivery centre (check company website for timings)
Frequently asked questions
1. What does a Customer Support Executive do in India?
A Customer Support Executive handles inbound customer calls, emails, or chats to resolve queries related to billing, technical issues, orders, or product information. The role is common in India's BPO sector and can serve domestic or international clients across banking, telecom, and e-commerce.
2. What qualifications do I need to become a Customer Support Executive in India?
Class 12 / HSC pass is the minimum requirement for domestic processes. Graduation is preferred for international voice processes. Strong English communication, basic computer skills, and willingness to work rotational/night shifts are essential.
3. What is the average salary of a Customer Support Executive in India?
Freshers earn ₹2.4-3.5 Lakhs Per Annum (LPA) CTC for domestic processes and ₹3-4.5 LPA for international processes. Night shift allowance adds ₹3,000-5,000 per month. Performance incentives can add ₹3,000-8,000 per month.
4. How can I hire the right Customer Support Executive in India?
Use Versant or OPI language assessments for international processes. Screen for communication clarity, typing speed, and shift flexibility. Partner with BPO-focussed recruiters on Naukri and TeamLease for bulk hiring.