About Common Service Center

The CSC is a strategic cornerstone of the National e-Governance Plan (NeGP), approved by the Government in September, 2006, with an aim to cover all 6 lakhs census villages by one lakh CSCs, as per 1:6 ratio equitably spread across rural India, as part of its commitment in the National Common Minimum Programme to introduce e-governance on a massive scale.

Common Services Centres are the access points for delivery of Government-to-Citizen (G2C) e-Services within the reach of the citizen, by creating the physical service delivery ICT infrastructure. It helps in making a transparent service delivery mechanism and reducing citizens’ effort in visiting government offices.

​Position: KRPH Helpdesk Executive

Location : Guwahati

Experience : 1 to 5 years

Key Responsibilities

• Handle inbound and outbound calls for the KRPH Helpdesk in a qualified and courteous manner.

• Assist beneficiaries by providing accurate information regarding government schemes, services, programs, and related initiatives.





• Communicate effectively with callers in the designated regional language, as well as Hindi and basic English, where required.

• Record and update customer interactions, queries, complaints, and service requests in the CRM/Ticketing Portal.

• Ensure timely resolution of beneficiary concerns and escalate unresolved cases to the concerned supervisor/team as per the defined escalation matrix.

• Adhere to prescribed call handling procedures, quality standards, scripts, and Standard Operating Procedures (SOPs).

• Maintain confidentiality of beneficiary information and comply with all data privacy and information security guidelines.

• Achieve defined performance metrics, including productivity and quality parameters such as Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and adherence to schedules.

• Participate in mandatory training programs, refresher sessions, quality reviews, and process improvem

📌 Call Center Executive (India)
🏢 CSC e-Governance Services India
📍 India