Job Description: Customer Care Executive (Work From Home)

Company: Teleperformance (TP)
Type: 1-Month Contractual (Work From Home)
Salary: Up to ₹19,000 CTC

Teleperformance, a global leader in customer service and outsourcing, is hiring Customer Care Executives for a short-term work-from-home opportunity. This role requires excellent communication skills and the ability to handle customer interactions effectively.

---

Role Overview

Position: Customer Care Executive (Voice/Blended Process)
Department: Customer Success, Service & Operations
Industry: BPO / Call Centre
Role Category: Voice / Blended

As a Customer Care Executive, you will provide professional support to customers, handle queries, resolve issues, and ensure a positive customer experience.

---

Key Responsibilities as Customer Care Executive

1. Customer Interaction:
   • Handle inbound and outbound calls professionally.
   • Assist customers with their queries and concerns effectively.
2. Problem Resolution:
   • Resolve customer issues by following standard operating procedures.
   • Escalate complex cases to the appropriate team when necessary.
3. Communication:
   • Maintain a positive tone and attitude during customer interactions.
   • Document interactions and feedback accurately.
4. Operational Efficiency:
   • Meet performance metrics, including response time, resolution time, and customer satisfaction scores.
   • Adapt to rotational shifts and work schedules as required.

---

Eligibility Criteria: Customer Care Executive

• Education:
  Minimum qualification: Any Graduate.
• Experience:
  Freshers and candidates with up to 1 year of experience can apply.
• Skills:
  • Excellent command over the English language (spoken and written).
  • Strong interpersonal and communication skills.

---

System Requirements

• Laptop: Minimum 4GB RAM, i3 or above processor.
• Accessories: USB headsets.
• Setup: Power backup for uninterrupted workflow.

---

Perks & Benefits: Customer Care Executive

• Competitive salary (up to ₹19,000 CTC).
• 5 working days with 2 rotational week-offs.
• Flexible 24/7 rotational shifts.

---

Interview Process for Customer Care Executive

The selection process includes the following rounds:

1. HR Round
2. Assessment Round
3. Operations Round

---

How to Apply

Steps to Apply:

1. Share your updated resume on WhatsApp.
2. Include the following details in your message:
   • Name
   • Contact Number
   • Email ID
   • Process applied for (WFH)

---

10 Expected Interview Questions and Sample Answers for Customer Care Executive

1. Why do you want to work as a Customer Care Executive at Teleperformance?
   Answer:
   “I am passionate about helping people and believe my communication skills align well with Teleperformance’s commitment to excellent customer service. I also appreciate the flexibility of this work-from-home role.”
2. How do you handle a frustrated customer?
   Answer:
   “I listen carefully to their concerns, remain calm, and empathize with their situation. Then, I work towards resolving their issue quickly and efficiently while keeping them informed throughout the process.”
3. Can you work in rotational shifts, including nights?
   Answer:
   “Yes, I am flexible with rotational shifts and understand the importance of being available for customers at all times.”
4. What steps would you take to resolve a customer’s complaint?
   Answer:
   “I would first listen to the complaint to understand the issue, identify the root cause, provide a solution based on company policies, and follow up to ensure satisfaction.”
5. How do you manage stress during high-pressure situations?
   Answer:
   “I focus on prioritizing tasks, staying calm, and taking short breaks to maintain my composure and deliver effective solutions.”
6. What would you do if you don’t know the answer to a customer’s query?
   Answer:
   “I would politely inform the customer that I need to check for accurate information and escalate the issue to the appropriate team if required. I’d ensure to follow up with the customer promptly.”
7. How would you manage multiple tasks during peak hours?
   Answer:
   “I would organize my tasks based on urgency, stay focused, and communicate clearly with customers to set realistic expectations.”
8. What does excellent customer service mean to you?
   Answer:
   “It means understanding the customer’s needs, providing timely and accurate solutions, and ensuring they feel valued and respected throughout the interaction.”
9. What do you know about Teleperformance?
   Answer:
   “Teleperformance is a global leader in outsourcing services, specializing in customer experience, telemarketing, and content moderation, with a strong reputation for quality and innovation.”
10. How do you ensure confidentiality when handling customer information?
    Answer:
    “I strictly adhere to company policies and guidelines, ensure secure handling of data, and avoid sharing sensitive information without authorization.”