Greetings from Capgemini!!
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future.
Capgemini in India comprises over 170,000+ team members working across 13 locations. We create opportunities for our colleagues to work on new-age technologies, along with the opportunity to travel internationally and work with the world’s leading brands. Our +50-year growth story is built upon the workforce of the future, and we enable our talent to excel in their careers by focusing on continuous learning and up-skilling.
The nature of work and careers are changing fast – the right skills are equally essential along with academic qualifications. If you have the passion, the right skill, and the aptitude to work with new technologies, then Capgemini is the place to get the future you want in your career.
CSG is Capgemini’s Cloud & Infra Services’ (CIS) first line of defence 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.
We cordially invite any 3-year graduates from 2021/2022 batch to register and apply. In this regard, request your support for this initiative to communicate the details of the opportunity with all the eligible students of your institute. Please refer to the eligibility guidelines given below.
Role: CSG IT Enablers Contact Support Group
Compensation: 2.75 LPA
Eligibility Criteria: –
- Candidates must have completed any 3-year graduation in 2021 & 2022
- Qualification Any 3-year Graduate – BSc (All Streams allowed), BCom, BBA, BAF, BMS etc.
- No Active Backlogs allowed
- Should be open to sign Service Level Agreement at the time of joining Capgemini
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
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
- Should be open to sign Service Level Agreement and KPIs
- Candidates must be open to relocate to any location and work in night shifts
Registration Link and Application – https://bit.ly/3MQ2cqN
Last date to register is November 6, 2022
- 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
