Non-Voice Customer Support Executive

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** - 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. - 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.