Contact Support Group (CSG) || Capgemini Exceller || Coimbatore || 2024 - 2025 Graduates
Job Description
CSG is Capgemini's Cloud & Infra Services' (CIS) first line of defense managing IT infrastructure incidents and service requests via 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 global customer base.Based on your profile and assessment performance, we would like to offer you an opportunity to be a part of 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.
Contact Support Group (CSG) || Capgemini Exceller || Coimbatore || 2024 - 2025 Graduates
Capgemini · Coimbatore
CTC INR 300,000.00 per Annum
Salary Break-up / Additional Info
3.25 Lacs (3 LPA + 25k one-time incentive)
Qualification- Any 3-year graduate/diploma pass outs from 2024 & 2025 Batch
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 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
Candidate should not have any backlog at the time of assessment and joining Capgemini
Desired Skills:
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
Qualification -
Qualification- Any 3-year graduate/diploma pass outs from 2024 & 2025 Batch
Job Location - Coimbatore
Please Note -
Only shortlisted candidates will be invited for the assessment / selection process
Selection process will be done in virtual mode
Candidates will be responsible for arranging required infrastructure for appearing for the selection process which will be conducted online
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