Website:
mponline.gov.in
Job details:
Company Description MPOnline Limited is a joint venture between the Government of Madhya Pradesh and Tata Consultancy Services (TCS), focused on delivering secure, accessible, citizen-centric digital services across the state. As the official digital services platform of Madhya Pradesh, the organization simplifies essential public services for citizens, institutions, and government departments. With a network of over 53,000 authorized KIOSKs and a growing digital ecosystem, MPOnline supports applications, admissions, payments, registrations, counselling, and other key government services. The company’s mission is to strengthen digital governance, promote inclusion, and ensure seamless delivery of public services. Team members contribute to initiatives that directly impact the everyday lives of people across Madhya Pradesh.
Role Description This is a full-time, on-site Customer Service Representative role based in Bhopal. The role involves handling customer inquiries and requests via phone, email, and in person, ensuring accurate information about MPOnline services, procedures, and digital platforms. Responsibilities include resolving service issues, guiding users through online processes such as applications and payments, and escalating complex cases to the appropriate internal teams. The Customer Service Representative will maintain records of interactions, follow standard operating procedures, and provide feedback on recurring issues to help improve services. The role also requires collaborating with colleagues to ensure consistent service quality and supporting initiatives that enhance customer experience and satisfaction.
Qualifications
- Demonstrated skills in Customer Service and Customer Support, with the ability to handle inquiries and resolve issues effectively.
- Experience contributing to Customer Satisfaction and Customer Experience, focusing on clear communication and problem-solving.
- Understanding of the responsibilities of Customer Service Representatives and familiarity with citizen-facing or service-oriented environments.
- Strong communication skills in English and Hindi, both verbal and written, with a professional and courteous manner.
- Basic computer literacy and comfort using web-based applications, ticketing tools, and standard office software.
- Ability to work on-site in Bhopal, manage high volumes of queries, and maintain accuracy under time constraints.
- Prior experience in government services, public sector, or digital service platforms is an advantage.
- Minimum educational qualification: graduate degree in any discipline or equivalent; additional training in customer service is a plus.
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