About the Capgemini’s Job Details
Table of Contents
CSG is Capgemini’s Cloud & Infra Services’ (CIS) first line of defense managing IT infrastructure incidents and service requests via the Business Intelligence Approach using legacy (email and voice) and digital contact channels (chat, SSP, BOTs, etc). CSG works in cohesion to offer optimized, proactive, predictive, and user-centric IT support solutions for Capgemini’s CIS division’s global customer base.
Based on your profile and assessment performance, we would like to offer you an opportunity to be a part of the Customer Support Group where you enable speedy and satisfactory incident resolution/escalation to improve the experience of the end users. You are required to be flexible in working with clients (24 x 7 rotational shifts) across different Regions and time zones.
| Organization | Capgemini’s |
| Position | CSG Contact Support Group |
| Location | Kolkata / Bangalore/ Pune |
| Qualification | 3-year Graduate |
| Salary | INR 275,000.00 per Annum |
| Batches | 2021/2022 |
Job Description:
Provide best-in-class customer service/problem resolution and technical troubleshooting to customer queries over the voice-based phone service and other contact channels and should be willing to multi-task across different channels of support
Ticket Management – Prioritize the urgency of the ticket, right categorization based on issues of the ticket, track the status of the ticket (On-hold, Open, closed & resolved), Keep customers informed on status, etc
Business intelligence – use ticket data and analysis, tools, and use best practices in the account to support customer
Service Delivery – It’s our service to the customer and delivering what is expected
Customer Management – How effectively you are interacting starting from Greeting to resolution and call closure is what is expected
CHIP – Our intelligent AI BOT helps to answer customer queries saving SD & customers time and effort on issue resolution. Also helps in making customer’s experience better
Service email retrieve – How effective are we in handling email as a contact channel and minimizing hops between SD and the customer
Knowledge Management – How effectively we manage the Knowledge base to resolve customer issues
Service Marketing – Increase customer brand by bringing here Capgemini where we talk about tools where increasing usage can help the customer
Support customers across Telecommunication, Financial Services, Healthcare, and Technology vertical/industries
Troubleshoot customer issues related to the internet – troubleshooting, Password reset/session reset/renaming profile
Meet customer requirements through first contact resolution (Resolve an issue in the first contact itself)
Clarify customer requirements
Probe for and confirm understanding of requirements or problem
Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures
Listen attentively to customer needs and concerns; demonstrate empathy
Required Skills:
Should have excellent communication and English-speaking skills
Should have good interpersonal skills and the ability to perform under pressure
Basic computing skills
Willing to work in a 24/7 environment
Should be open to signing Service Level Agreement and KPIs
Candidates must be open to relocating to any location and work in night shifts
Qualification –
Candidates must have completed any 3-year graduation in 2021 & 2022
Only shortlisted candidates will be invited for the assessment/selection process
The selection process will be done in virtual mode
Candidates will be responsible for arranging the required infrastructure for appearing for the selection process which will be conducted online
How to Apply for this Position?
Eligible and Interested candidates are to fill out the Online Application form through our given Link below.