Non-Voice Customer Support Executive

Round 1: Online aptitude test (logical reasoning, quantitative & verbal) → Round 2: Written communication test / role‑play scenario → Round 3: Technical/functional interview focusing on customer handling and process knowledge → Round 4: HR interview (fitment, motivation, salary discussion)

Capgemini promotes a collaborative and inclusive work environment where learning is continuous and career growth is encouraged. Employees benefit from a clear promotion path, flexible work options and a strong focus on work‑life balance, supported by wellness programs and employee resource groups.

Candidates typically face an online aptitude test followed by a written communication or role‑play exercise to assess their ability to draft clear responses. The technical interview probes knowledge of ticketing tools, process handling and customer empathy, while the HR round evaluates cultural fit and motivation. Overall difficulty is moderate; thorough preparation of aptitude, written English and basic CRM concepts helps candidates succeed.

Graduate in any discipline (B.Tech, B.E, B.Sc, B.Com, BA etc.) with minimum 60% aggregate (or CGPA 6.0/10). No specific branch restriction. Freshers and experienced candidates up to 2 years are welcome. Backlog policy: No active backlogs at the time of joining. Must be willing to work rotational shifts if required.

Capgemini is a global leader in consulting, technology services and digital transformation. With a presence in over 50 countries, the firm helps clients across industries innovate, improve operational efficiency and stay ahead of market disruptions. In India, Capgemini has built a strong reputation for nurturing talent, offering continuous learning through its massive digital learning platform, and fostering an inclusive culture where every employee can bring their authentic self to work. The company’s commitment to sustainability, community impact and cutting‑edge technology projects makes it an attractive destination for fresh graduates and experienced professionals alike. The role of a Non‑Voice Customer Support Executive – Webform CSR is centered on handling written customer interactions that come through webforms, email and other non‑voice channels. As the first point of contact for many customers, you will be responsible for understanding the issue, drafting clear and empathetic responses, and ensuring that each ticket is resolved within the defined Service Level Agreement (SLA). You will collaborate closely with internal product, technical and operations teams to obtain the right information, track progress and close cases efficiently. The position demands a high degree of attention to detail, strong written English skills, and the ability to manage multiple tickets simultaneously while maintaining quality and compliance. Key responsibilities include: 1. Receive, acknowledge and triage customer queries, complaints and service requests submitted via webforms, email and chat. 2. Analyze each request, research relevant information and provide accurate, professional written responses. 3. Ensure all tickets are resolved within the stipulated turnaround time and update the ticketing system with detailed notes. 4. Coordinate with cross‑functional teams (technical, product, billing) to gather required inputs and follow up until closure. 5. Maintain a comprehensive log of interactions, resolutions and escalations for audit and reporting purposes. 6. Identify recurring issues, document trends and share insights with the team lead for process improvement. 7. Adhere strictly to process guidelines, quality standards and compliance requirements. 8. Escalate complex or unresolved cases to the appropriate higher‑level support or specialist team. 9. Contribute to overall customer satisfaction by delivering timely, courteous and effective service. The typical tech stack for this role includes ticketing tools such as ServiceNow or Zendesk, Microsoft Office suite, basic knowledge of CRM platforms, and familiarity with email management systems. While the role is not development‑focused, a comfort with navigating web‑based applications and data entry is essential. Growth path: Starting as a CSR, high performers can progress to Senior CSR, Team Lead, Operations Manager or shift into specialized roles such as Quality Analyst, Process Analyst or even Client‑Facing Consulting positions within Capgemini’s broader service ecosystem. The company’s internal mobility programs and extensive learning catalog support continuous upskilling and career advancement. Why join Capgemini? Apart from a competitive salary and comprehensive wellness benefits, you gain exposure to large‑scale digital projects, a supportive inclusive culture, and opportunities to learn from industry leaders. The organization’s emphasis on employee well‑being, flexible work arrangements and vibrant campus life (including weekly musical performances and sports events) makes it a rewarding place to build a long‑term career.