About the Capgemini’s Job Details

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.

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.

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