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IT Customer Care Executive

NQR Code:QG-03-IT-03654-2025-V2-NASSCOM

  • Old Code: QG-03-IT-03654-2025-V2-NASSCOM

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About this Qualification

Job Description

The IT Customer Care Executive is responsible for addressing customer queries through voice and non-voice channels. They use basic generative artificial intelligence (Gen AI)-based tools and BPM platforms in both voice and non-voice processes. The individual answers customer inquiries, resolves problems, records complaints and collects customer feedback.

Eligibility Criteria

Criteria 1 Criteria 2 Experience Training Qualification
10th Completed No Experience None
8th Completed 1.5 Years None

Progression Pathway

  • access to related qualification(s) at the next NSQF level: Associate Customer Care (Voice)

Learning Module In Job Role/Qualifcation

National Occupation Standards (NOS)/Module NOS Code Mandatory/ Optional Estimated size (Hours) Nos Credit Level
Build and Maintain Positive Relationship with Customer SSC/N2201 Mandatory 180 6 3
Employability Skills (30 Hours) DGT/VSQ/N0101 Mandatory 30 1 2
Make Outbound Calls to Customers SSC/N3020 Elective 45 1.5 3
Use Basic Gen AI and BPM Platforms in Voice Customer Services SSC/N2202 Elective 15 0.5 3
Deal remotely with customer queries – Domestic Non-Voice SSC/N3021 Elective 45 1.5 3
Usage of basic Gen AI and BPM Platforms in Non-Voice Customer Support SSC/N2203 Elective 15 0.5 3