Capgemini is currently recruiting for the position of Contact Support Group (CSG) || Capgemini Exceller, offering an exciting opportunity for freshers to kickstart their career. The company requires candidates who have completed any 3-year diploma or graduation in the year 2023. This presents a unique chance for recent graduates to apply their knowledge and skills in a dynamic work environment. The job location for this position is in Noida, providing a promising setting for individuals looking to embark on a fulfilling professional journey with a globally recognized organization. As a part of the Contact Support Group, successful candidates will be integral in providing support and maintaining the high standards of service that Capgemini is renowned for in the industry.
Company Name: Capgemini
Job Role: Contact Support Group (CSG) || Capgemini Exceller
Education Required: Candidates must have completed any 3-year diploma/ graduation in 2023 only
Experience Required: Freshers
Job Location: Noida
Role and Responsibilities:
- 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 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 – Its our service to the customer and delivering what is expected
- Customer Management – How effectively you are interaction starting from Greeting to resolution and call closure is what is expected
- CHIP – Our intelligent AI BOT which 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 minimize 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 and here its Capgemini where we talk about tools where increase usage can help the customer
- Support customers across Telecommunication, Financial Services, Healthcare and Technology vertical/industries
- Troubleshoot customer issues related to 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 and Qualifications:
- Should have excellent communication and English speaking skills
- Should have good interpersonal skills and ability to perform under pressure
- Basic computing skills
- Willing to work in a 24/7 environment
- Candidates must be open to relocate to any location and work in night shifts
- Candidates must have completed any 3-year diploma/ graduation in 2023 only
