Customer Care Executive

Job Description (JD)Position: Customer Care Executive – Government Survey ProjectDepartment: Operations / Survey & ResearchProject Type: Government / Political SurveyLanguage Requirement: Bengali (Mandatory)Employment Type: Contract / Project-BasedReporting To: Team Leader / Project ManagerRole ObjectiveThe Customer Care Executive will be responsible for conducting telephonic surveys as part of a government survey project. The role involves calling citizens, collecting responses, and accurately filling survey forms related to different political parties of India, strictly following the approved questionnaire and project guidelines, in the Bengali language.

• Key Roles & Responsibilities1. Outbound Calling & Survey ExecutionMake outbound calls to assigned customers/citizens as per the provided database.
• Conduct structured survey calls in the Bengali language with clarity and professionalism.
• Ask survey questions exactly as per the approved questionnaire without bias or personal opinions.
• Ensure respondents understand the purpose of the survey in a neutral and respectful manner.
• 2. Data Collection & Form Filling: Accurately fill survey forms based on customer responses during live calls.
• Record responses related to:
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• Political awareness
• Party preferences
• Government schemes and public opinion
• Ensure completeness and correctness of data entries.
• Avoid data manipulation or assumptions under any circumstances.
• 3. Political Neutrality & ComplianceMaintain complete political neutrality during calls.
• Do not influence, guide, or persuade respondents toward any political party.
• Follow all government, legal, and project-specific compliance guidelines.
• Adhere strictly to data privacy and confidentiality norms.
• 4. Communication & Customer Handling: Communicate politely, patiently, and professionally with respondents.
• Handle objections, refusals, or sensitive responses calmly.
• Maintain respect for the cultural, social, and political sentiments of respondents.
• 5. Quality & Productivity Management: Achieve daily and monthly calling and survey completion targets.
• Maintain high-quality survey standards with minimal errors.
• Follow call scripts, introductions, and closing statements as trained.
• Participate in quality audits, feedback sessions, and refresher trainings.
• 6. Reporting & CoordinationUpdate call status, survey completion status, and remarks in the system.
• Escalate technical or survey-related issues to the Team Leader immediately.
• Coordinate with supervisors for clarifications or process updates.
• Key Performance Indicators (KPIs): Number of successful survey calls completed per day
• Accuracy and completeness of filled survey forms
• Call quality and adherence to scripts
• Compliance with neutrality and data privacy guidelines
• Attendance, punctuality, and discipline
• Feedback from quality audits and supervisors
• Required Skills & QualificationsMandatory RequirementsFluency in Bengali (spoken and reading comprehension)
• Basic understanding of the Indian political structure and elections
• Ability to follow scripts and instructions precisely
• Basic computer knowledge (data entry, forms, CRM tools)
• Preferred Qualifications: Graduate / Undergraduate (any stream)
• Prior experience in:
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• Call center
• Tele-survey
• Government projects
• Customer support roles
• Behavioural CompetenciesNeutral and unbiased communication
• Attention to detail
• Patience and active listening
• Ethical conduct and confidentiality awareness
• Ability to work under targets and timelines
• Working ConditionsWork from Office / Work from Home (as per project requirement)
• Rotational shifts / Day shifts (project-based)
• Target-driven environment
• Compliance & Confidentiality: Employee must sign:
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• Confidentiality Agreement
• Data Privacy Declaration
• Political Neutrality Declaration
• Any breach of confidentiality or neutrality may lead to immediate termination.