Non-Voice Customer Support Executive

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

• 1 to 3 years of experience in non-voice customer support, customer service, or web-based support operations.
• 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.
• Basic knowledge of CRM tools, ticketing systems, and MS Office applications.
• 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.