Capgemini is Hiring Non-Voice Customer Support Executive in Kolkata

Your Role

We are seeking a detail-oriented Non-Voice Customer Support Executive – Webform CSR to manage customer inquiries and service requests received through webforms and other written support channels. This position requires strong written communication skills, effective problem-solving abilities, and a customer-centric approach to ensure timely and accurate resolution of customer concerns.

In this role, you will be responsible for:

• Handling customer queries, complaints, and service requests received via webforms, email, and other non-voice channels.
• Carefully reviewing customer concerns and providing clear, accurate, and professional written responses.
• Ensuring all tickets and webform requests are acknowledged and resolved within defined turnaround times.
• Coordinating with internal teams for issue resolution and following up until closure.
• Maintaining accurate records of customer interactions, resolutions, and escalations within the system.
• Identifying recurring customer issues and highlighting trends to the team lead or supervisor.
• Adhering to process guidelines, quality standards, and compliance requirements when handling cases.
• Escalating complex or unresolved issues to the appropriate team according to defined processes.
• Supporting customer satisfaction by delivering timely and effective service.

YOUR PROFILE

Required Qualifications

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

Preferred Skills

• Ability to draft professional and empathetic written responses.
• Strong analytical and problem-solving skills.
• Good time management and prioritization ability.
• Customer-focused attitude with a process-driven approach.
• Ability to work independently as well as in a team environment.