Capgemini Off Campus Drive for Graduates | 2021/2022 Batches

Capgemini Off Campus Drive 2022 Details:

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Role: CSG IT Enablers Contact Support Group

Year of Passing/ Batch: 2021/2022

Experience: Freshers (No experience needed)

Qualification:

Candidates must have completed any 3-year graduation in 2021 & 2022.

Pay: Rs. 2,75,000 per Annum

Job Location: Kolkata / Bangalore / Pune

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

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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

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