NSQF-Associate-Customer Care (Non Voice).pdf

Associate-Customer Care (Non Voice)

  • Job DescriptionIndividuals at this job are responsible for resolving queries and customer cases over web-chat or email. They form the primary layer of contact with the customer and responses may be made on either preexisting email templates or customized mails to the query requirement.  
  • CodeSSC/Q2201
  • SectorIT-ITeS
  • NSQF LevelLevel 5
  • Notional Hours400
  • Accrediting BodiesSSC NASSCOM
  • Certifying BodiesSSC NASSCOM
  • Proposed Occupation

    Customer Relationship Management (CRM)

  • Progression Pathway

    As shown in the career map (attachment sl.no. 4)

  • Planned arrangements for RPL

    - Response to market forces for RPL - RPL assessments will be the same as our normal assessments.  - MOUs / Agreement in place for institutions, Retail is work in progress

  • Qualification File NSQF-Associate-Customer Care (Non Voice).pdf
  • Supporting Documents
  • Formal structure of the qualification
    Title of unit or other component Mandatory/ Optional Estimated size (Hours) Level
    SSC/N3003 ( Deal remotely with customer queries) Mandatory 200 5
    SSC/N9001 ( Manage your work to meet requirements) Mandatory 50 5
    SSC/N9002 (Work effectively with colleagues ) Mandatory 50 5
    SSC/N9003 (Maintain a healthy, safe and secure working environment) Mandatory 25 5
    SSC/N9004 (Provide data/information in standard formats) Mandatory 50 5
    SSC/N9005 (Develop your knowledge, skills and competence) Mandatory 25 5