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Capgemini Job Vacancy Alert for Contact Support Group
Job Description
Role: CSG IT Enablers Contact Support Group
Contact Support Group(CSG)
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 end user. 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 help to answer customer query 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 its 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
Desired 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
Job Location - Kolkata / Bangalore / Pune
Please Note -
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
Disclaimer: -
By agreeing to participate in the campus recruitment drive you are agreeing to accept the prescribed process of this recruitment and shortlisting or selection is at the sole discretion of Capgemini. This participation and registration does not guarantee a call/offer letter, and the same will be based on the positions available across different cities in India among others.
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