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.