Non-Voice Customer Support Executive

The typical interview experience for Non-Voice Customer Support Executive at Capgemini involves multiple rounds, including initial screening, technical assessment, and HR interview. The process assesses communication skills, problem-solving abilities, and customer service knowledge. Common questions focus on customer handling, scenario-based problems, and behavioral interviews.

Capgemini fosters a culture of inclusivity and diversity, encouraging employees to bring their authentic selves to work. The company offers various employee engagement activities, such as musical performances, internal sports events, yoga challenges, or marathons, to promote work-life balance and employee well-being.

Graduate degree in any discipline; additional certification in customer service is an advantage. Strong written English communication skills with good grammar and clarity. Good typing speed and accuracy. Ability to understand customer concerns and provide appropriate resolutions. Strong attention to detail and ability to manage multiple cases simultaneously. Willingness to work in rotational shifts, if required.

Round 1: Initial Screening → Round 2: Technical Assessment → Round 3: HR Interview

Capgemini is a global leader in consulting, technology services, and digital engineering. The company helps businesses transform and innovate through technology, data, and artificial intelligence. With a presence in over 40 countries, Capgemini offers a wide range of services, including digital transformation, cloud infrastructure, cybersecurity, and data analytics. The Non-Voice Customer Support Executive role at Capgemini involves managing customer queries and service requests received through webforms and other written support channels. The ideal candidate will have strong written communication skills, problem-solving abilities, and a customer-first mindset to ensure timely and accurate resolution of customer concerns. Key responsibilities: - Handle customer queries, complaints, and service requests received through webforms, email, and other non-voice channels. - Review customer concerns carefully and provide clear, accurate, and professional written responses. - Ensure all tickets and webform requests are acknowledged and resolved within defined turnaround time. - Coordinate with internal teams for issue resolution and follow up until closure. - Maintain accurate records of customer interactions, resolutions, and escalations in the system. - Identify recurring customer issues and highlight trends to the team lead or supervisor. - Follow process guidelines, quality standards, and compliance requirements while handling cases. - Escalate complex or unresolved issues to the appropriate team as per defined process. - Support customer satisfaction by delivering timely and effective service. The role requires a graduate degree in any discipline, with additional certification in customer service being an advantage. Strong written English communication skills, good typing speed and accuracy, and the ability to understand customer concerns and provide appropriate resolutions are essential. Capgemini offers a range of career paths and internal opportunities within the group. Employees can shape their careers with personalized guidance from leaders. The company provides comprehensive wellness benefits, including health checks, telemedicine, insurance with top-ups, elder care, partner coverage, or new parent support via flexible work. The company is committed to ensuring that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. Employees are valued for who they are, and they can bring their original selves to work. In terms of growth path, Capgemini offers opportunities to work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges. Why join Capgemini? The company offers a dynamic work environment with various employee engagement activities, such as musical performances by the in-house band, internal sports events, yoga challenges, or marathons.