BPO Job Description (JD), Salary & Responsibilities
BPO refers to Business Process Outsourcing. The BPO executives are supposed to monitor many tasks and the work in the back office which includes helping customers or clients with billing or purchasing or if the customer wishes to create an account for any product and much more. BPO operation particularly means giving the contract to a third party vendor to carry out the back-office tasks. Usually, big organizations consider it as a money saving tactic by outsourcing their back office business to another company where they itself carry out the front office themselves.
A BPO executive has many tasks where the most important out of many is to ensure client or the customer's satisfaction.
Responsibilities
- The primary task of a BPO executive is to handle calls from customers or clients and provide them with a solution to their queries.
- He/She must show the willingness to learn new things every time and then.
- Must discuss every matter with its supervisor or team leader to get any issue sorted
- Giving a resolution to the customers or clients should be the whole and sole responsibility.
- Should carry out various other professional services like Business Research, Legal services, Financial Analysis etc.
- Must be very effective in providing customer service by providing resolution to their complicated queries and issues.
- Must efficiently set goals and work on so as to avoid any escalations and maintain the relevancy and quality while providing service to the customers.
Skills
Where communicating with the customers is the only task which is carried out majorly, a candidate applying for a BPO job should have good Oral and written communication. An effective communicator, probably fluid with what he/she is speaking and a BPO executive should a computer literate.
A BPO executive should be flexible enough to adapt to any environment or changes happening in the sector. They should be patient enough and quite motivated towards learning new things and execute it effectively on day to day basis. A person should also have a clear view of what the current market trend is.
- Should have good Oral and written communication.
- An effective communicator, probably fluid with what he/she is speaking.
- Should be a computer literate.
- Should be flexible enough to adapt to any environment or changes happening in the sector.
- Should be patient enough and quite motivated towards learning new things and execute it effectively on day to day basis.
- Should also have a clear view of what the current market trend is.
Educational Qualification
The BPO industry demands a degree in any specification from an accredited institution. Some BPO organization specifically ask for a bachelor's degree in science, maths or statistics depending upon the client they are working for.
This sector also asks for school leavers or a high school diploma to work as an intern.
Salary
A BPO Executive earns an average salary of Rs 202,379 per year. Experience matters the most in this industry which also helps in promotion. An expertise in the Customer Relationship Management (CRM) tool automatically makes one eligible for a high pay job. (Source: Payscale)