Non-Voice Customer Support Executive

Capgemini’s interview process typically starts with a timed online aptitude test covering logical reasoning, verbal ability and basic quantitative skills. The second round is a technical interview that may include a role‑play scenario to assess written communication, empathy and ticket‑handling approach. The final HR round focuses on cultural fit, motivation and career aspirations. Candidates are advised to practice clear, concise writing and be familiar with common CRM tools.

Capgemini promotes a collaborative and inclusive work environment where learning is continuous and career growth is encouraged. Employees benefit from flexible work arrangements, comprehensive wellness programs and a strong emphasis on work‑life balance. The company’s global presence offers exposure to diverse projects and cross‑functional teams.

Strong written English, good grammar, typing speed of at least 40 wpm, and willingness to work rotational shifts.

Round 1: Online aptitude test (logical reasoning, verbal ability, basic data interpretation) → Round 2: Technical/role‑play interview focusing on written communication, scenario handling and CRM tool knowledge → Round 3: HR interview (cultural fit, motivation, salary expectations)

Capgemini is a global leader in consulting, technology services and digital transformation. With a strong footprint in India, the company serves Fortune 500 clients across industries, driving innovation through cloud, AI, and automation. Capgemini’s Indian operations are known for nurturing talent, offering structured learning pathways and a culture that celebrates diversity and inclusion. Employees at Capgemini enjoy a holistic wellness ecosystem that includes health checks, tele‑medicine, comprehensive insurance, elder‑care support and flexible work options. The firm invests heavily in up‑skilling through its massive digital learning platform, providing access to over 250,000 courses and certifications, while also encouraging participation in community events, sports, and cultural activities such as the weekly in‑house band performance. The Non‑Voice Customer Support Executive – Webform CSR role is a pivotal position within Capgemini’s Customer Experience division. You will be the first line of written communication for customers reaching out via webforms, email and other non‑voice channels. The role demands sharp written English, a problem‑solving mindset and the ability to manage multiple tickets while maintaining high quality and compliance. Key Responsibilities: - Receive, acknowledge and triage customer queries, complaints and service requests submitted through webforms, email and chat. - Draft clear, concise and empathetic written responses that address the issue and guide the customer to resolution. - Ensure every ticket meets the defined Service Level Agreement (SLA) for acknowledgment and closure. - Collaborate with internal functional teams (technical, billing, logistics) to gather information and drive issue resolution. - Log all interactions, actions taken and resolutions accurately in the ticketing system. - Identify recurring patterns, document trends and share insights with the team lead for process improvement. - Escalate complex or high‑impact cases to the appropriate escalation matrix as per SOPs. - Conduct follow‑up communications to confirm customer satisfaction before ticket closure. - Maintain compliance with data‑privacy, security and quality standards throughout the support lifecycle. - Contribute to knowledge‑base articles and standard response templates to improve efficiency. Tech Stack & Tools: Primarily uses ticketing platforms such as ServiceNow or Salesforce Service Cloud, Microsoft Office Suite, Google Workspace, and internal knowledge‑base systems. Familiarity with basic CRM concepts, email management tools and typing speed of at least 40 wpm is essential. Growth Path: Starting as a CSR, high performers can progress to Senior CSR, Team Lead, Operations Supervisor and eventually to roles such as Process Manager or Client Services Manager. Capgemini’s internal mobility program and continuous learning resources support rapid skill acquisition and career advancement. Why Join Capgemini: You will be part of a world‑renowned brand that values learning, diversity and employee well‑being. The role offers exposure to a variety of industries, structured mentorship, and a clear promotion ladder. Competitive compensation, robust benefits and the chance to work on cutting‑edge digital projects make this an attractive launchpad for a long‑term career in customer experience and operations.