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 improvement initiatives.
• Support the team in maintaining high service standards and delivering a positive beneficiary experience. Language Requirements
• Fluency in at least one of the following regional languages, based on project

requirements:
• Assamese
• Bengali
• Mizo
• Manipuri
• Proficiency in Hindi is mandatory.
• Basic understanding and communication skills in English will be an added advantage. Requirements Experience Requirements
• 0–2 years of experience in a Customer Support, Call Center, Helpdesk, or Contact Center environment.
• Fresh graduates with excellent communication skills and proficiency in the required regional language(s) are encouraged to apply.
• Prior experience working on government projects, public service helplines, insurance support processes, or rural outreach programs will be considered an added advantage.

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