Non-Voice Customer Support Executive

Capgemini -
Kolkata, West Bengal

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Job details

Permanent
1 day ago

Benefits

Health insurance

Qualifications

CRM software
Customer service
English
Microsoft Office
Analysis skills
Bachelor's degree
Non-voice
Customer support
Typing
Communication skills
Time management

Full job description

Your Role

We are looking for a detail-oriented Non-Voice Customer Support Executive – Webform CSR to manage customer queries and service requests received through webforms and other written support channels. The role requires strong written communication, problem-solving ability, and a customer-first mindset to ensure timely and accurate resolution of customer concerns.

In this role you will play a key role in:

Handle customer queries, complaints, and service requests received through webforms, email, and other non-voice channels.
Review customer concerns carefully and provide clear, accurate, and professional written responses.
Ensure all tickets and webform requests are acknowledged and resolved within defined turnaround time.
Coordinate with internal teams for issue resolution and follow up until closure.
Maintain accurate records of customer interactions, resolutions, and escalations in the system.
Identify recurring customer issues and highlight trends to the team lead or supervisor.
Follow process guidelines, quality standards, and compliance requirements while handling cases.
Escalate complex or unresolved issues to the appropriate team as per defined process.
Support customer satisfaction by delivering timely and effective service.

YOUR PROFILE

Required Qualifications

1 to 3 years of experience in non-voice customer support, customer service, or web-based support operations.
Graduate in any discipline; additional certification in customer service is an advantage.
Strong written English communication skills with good grammar and clarity.
Good typing speed and accuracy.
Ability to understand customer concerns and provide appropriate resolutions.
Basic knowledge of CRM tools, ticketing systems, and MS Office applications.
Strong attention to detail and 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.

Written communication
Customer issue resolution
Attention to detail
Process adherence
Multitasking
Collaboration

WHAT YOU'LL LOVE ABOUT WORKING HERE

You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
You will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
We’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work.
Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internal sports events, yoga challenges, or marathons.
At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

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Your Role

In this role you will play a key role in:

YOUR PROFILE

Required Qualifications

Preferred Skills

WHAT YOU'LL LOVE ABOUT WORKING HERE

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