Capgemini Exceller Superset Contact Support Group (CSG)

About Company

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Job Overview

The first line of defense for Capgemini’s Cloud & Infra Services (CIS) is CSG, which handles IT infrastructure issues and service requests utilizing a business intelligence approach through both digital (chat, SSP, BOTs, etc.) and legacy (phone and email) communication channels. CSG collaborates to provide Capgemini’s CIS division’s global clientele with IT support solutions that are user-centric, proactive, predictive, and optimized. We would like to offer you a position in the Customer Support Group, where you will be able to facilitate prompt and satisfying issue resolution/escalation to enhance the end-user experience, based on your profile and evaluation performance. Working with clients in various regions and time zones (24 x 7 rotational shifts) requires flexibility.

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Job Description

• Respond to client inquiries via voice-based phone service and other contact channels with the greatest customer care, problem-solving, and technical troubleshooting available. You should also be able to multitask between several support channels.
• Ticket management includes prioritizing the ticket’s urgency, classifying it appropriately according to its difficulties, monitoring its status (on-hold, open, closed, and resolved), and updating consumers on its progress, among other things.
• Business intelligence: utilize tools, ticket data, and analysis, as well as account best practices, to assist customers. Service Delivery: We provide the customer with our services and meet their expectations.
• Customer management: It is expected of you to deal with customers efficiently from greeting them to resolving issues and ending calls.
• CHIP is a clever AI BOT that assists in responding to client inquiries, saving SD and customers time and effort while resolving problems. enhances the client experience as well.
• Service email retrieval: How well can we manage email as a route of communication and reduce the number of hops between SD and the client?
• Knowledge management: How well we handle the knowledge base to address client concerns
• Enhance consumer brand awareness through service marketing. This is Capgemini, where we discuss tools that can benefit customers by increasing usage.
• Assist clients in the technology, financial services, healthcare, and telecommunications verticals.
  Solve client internet-related problems, including renaming profiles, changing passwords, and resetting sessions.
• satisfy client needs by resolving a problem within the initial interaction.
• Make the needs of the customer clear.
• Check to see whether you grasp the requirements or the issue.
• Use established protocols to greet clients in a polite, professional, and warm manner.
• Pay close attention to the needs and worries of your customers; show empathy
• At the time of assessment and joining Capgemini, the candidate shouldn’t have any backlog.

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Desired Skills

• Excellent communication and English-speaking abilities are required.
• should be able to function well under pressure and possess strong interpersonal skills.
• Fundamental computer abilities
• Willing to work around the clock
• Candidates must be willing to work nights and move to any place.

Notes

• Only those who have been shortlisted will be invited to the evaluation and selection procedure.
• The selection procedure will be conducted virtually.
• Candidates will be responsible for arranging requisite infrastructure for appearing for the selection process which will be performed online