BPO / Customer Support Executive job description template

LiveRec EditorialUpdated

India format, central rules as of 30 Oct 2026. State rules vary.

A BPO or customer support executive answers customer calls, chats or emails for a company and resolves their issues. A clear job description states voice or non-voice, the languages needed, shift timings including night shifts, the weekly off pattern, targets and whether training is paid.

At a glance

  • Say voice, non-voice or blended, and name every language required.
  • State shift rotation and weekly offs; night shifts need extra care for safety and transport.
  • Describe the training period and what happens at its end.

Template

BPO / Customer Support Executive
[COMPANY] | [CITY or Remote] | [Full-time / Part-time / Contract]

PAY: Fixed INR [AMOUNT] per month plus [INCENTIVE RULE or "none"]. In-hand pay is about INR [AMOUNT] after deductions. Benefits: [PF / ESI / LEAVE / OTHER, only what applies]

SUMMARY
A BPO or customer support executive answers customer calls, chats or emails for a company and resolves their issues. At [COMPANY] you will [OUTCOME FOR THE FIRST YEAR] and report to [TITLE].

RESPONSIBILITIES
- Handle inbound or outbound customer contacts for [PROCESS / CLIENT TYPE]
- Resolve queries on first contact or escalate with full notes
- Record every interaction accurately in [CRM / TICKETING TOOL]
- Follow scripts and compliance rules without sounding scripted
- Meet quality, average handling time and customer satisfaction targets: [TARGETS]
- Share recurring customer problems with the team leader
- Keep customer data confidential

REQUIREMENTS
- [12th pass / graduate]; freshers welcome if true
- Clear spoken and written [ENGLISH / HINDI / REGIONAL LANGUAGE]
- Typing speed of [N] words per minute, if non-voice
- Comfort working [ROTATIONAL SHIFTS], including nights
- Basic computer skills

NICE TO HAVE
- Prior BPO or customer service experience
- Knowledge of [DOMAIN, e.g. banking or e-commerce]
- Second language

HOW WE HIRE
[Interview rounds, any test, timeline. Say that applicants never pay a fee.]

EQUAL OPPORTUNITY
[COMPANY] considers all qualified applicants without regard to gender, caste, religion, disability or any other protected ground. To request an adjustment, contact [EMAIL].

Duties are written from the role descriptions in India's National Classification of Occupations (NCO-2015) for customer service and call-centre roles, and checked against the National Career Service portal. Where a National Skills Qualifications Framework qualification pack exists for the job, compare it with your duties on the National Qualifications Register.

How to customize it

  • Shifts: night work for women is regulated by state Shops and Establishments rules and conditions such as consent, safety and transport. Check your state before listing night shifts.
  • Pay breakup: show fixed pay and incentive separately. State what is in-hand and what is variable.
  • Training: say whether the training period is paid and whether there is a bond. Avoid vague "security deposit" wording; never ask candidates to pay fees.
  • Notice and attrition: state the notice period honestly. BPO candidates compare it across offers.
  • Level: delete the junior or senior wording that does not apply, and cut every requirement you would not screen for.
  • Pay: show fixed pay and variable pay separately and state what is in-hand. Enter only figures you have approved.

How to post it on LiveRec

  1. Open Jobs and choose Post a job.
  2. Choose Use a template or a previous job, Describe it with AI, or Create a new job from scratch.
  3. Paste the summary, responsibilities and requirements into the Description step, then complete the screening and assessment steps.
  4. Use Preview posting to see what candidates see, then choose Post job.

Steps and limits are in Post a job on LiveRec. When the applicants arrive, use the bpo / customer support executive interview questions.

FAQ

Voice or non-voice? Voice roles need spoken fluency and phone handling. Non-voice roles handle chat and email, so typing and writing quality matter more.

Can I hire freshers? Yes. Say so, describe training, and test communication skills in the interview rather than asking for experience.

Next step

Fill the placeholders, check the finished text against how to write a job description, and post it. Build a scorecard from the requirements list.

Sources

  • National Classification of Occupations 2015, Directorate General of Employment: https://dge.gov.in/nco-2015
  • National Career Service portal, job role information: https://www.ncs.gov.in/
  • National Qualifications Register, qualification packs: https://nqr.gov.in
  • Ministry of Labour and Employment: https://labour.gov.in

This is general information, not legal, tax or immigration advice. Rules change and your situation may differ. Consult a licensed attorney or qualified adviser.