Customer Service Specialist (with English)

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

We are seeking an experienced Customer Service Spcialist to support a dedicated service environment. This role offers the opportunity to actively contribute to service development, process optimization, and automation initiatives within a dynamic IT support setting.

Your tasks

• Handle customer interactions via phone and other communication channels in line with defined SLAs
• Deliver high-quality customer support in accordance with established service standards and quality criteria
• Accurately log and manage incidents and service requests in the ticketing system, ensuring all required information is captured
• Monitor and manage ticket queues to ensure timely response and resolution
• Take ownership of user issues, providing end-to-end tracking and follow-up
• Perform initial diagnosis and troubleshooting using knowledge bases and standard procedures
• Resolve incidents at first point of contact whenever possible, in line with agreed SLAs
• Escalate or assign issues to appropriate resolver groups when necessary

Your profile

• Strong customer service experience with the ability to communicate technical information clearly to non-technical users (written and verbal). Good to have: min 2 years of experience on similar role. 
• Solid general IT knowledge, including: Operating systems, Microsoft Office / O365, Applications and printers
• Experience with ticketing tools (e.g., ServiceNow or similar)
• Understanding of SLAs, KPIs, and service performance metrics
• Knowledge of networking concepts (LAN, WLAN, WAN)
• Basic troubleshooting knowledge of VPN technologies
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills – English at minimum C1 level

What You'll love about working here

• Practical benefits: private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports Card.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home thanks to HO package (including laptop, monitor, and chair). Ask your recruiter about the details.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube. 

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.