Capgemini Exceller | Contact Support Group (CSG) | 2024 – 2025 Graduates [3.25 LPA ]

Eligibility Criteria

• Candidates must have an active DigiLocker account and active mobile number linked with their Aadhar Number while applying for this job.
• As part of our diversity and inclusion efforts, we are particularly encouraging applications from female candidates for this position.
• Candidate should not have any backlog at the time of assessment and joining Capgemini.

• 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