Senior Associate, Customer Care

Your Role

The Senior Associate – Customer Care will manage customer queries across voice and written channels, deliver accurate and timely resolutions, and support a high-quality customer experience for an international contact centre environment. The role requires strong communication skills, customer focus, sound decision-making, and the ability to work effectively in a dynamic process environment.

In this role you will play a key role in:

• Configure and customize the Sprinklr platform to meet client-specific business needs and use cases.
• Collaborate directly with customers to ensure full utilization of Sprinklr’s CCaaS Omnichannel, Social Media, and Contact Center Intelligence & Automation features.
• Proactively identify opportunities for platform optimization and deliver in-platform solutions to maximize value realization.
• Document and communicate best practices, configuration guides, and solution designs.
• Provide ongoing support and consultation as part of managed services or professional services engagements.

YOUR PROFILE

• Strong communication and customer service skills.
• C1 level language fluency in the required language for the role.
• 1 to 3 years of international contact centre experience.
• Good technical knowledge and troubleshooting skills.
• Proficiency in Excel and other MS Office tools.
• Graduate qualification is required.
• Excellent written and oral communication, listening, and comprehension skills.
• Ability to de-escalate customer frustration and manage sensitive customer interactions professionally.
• Strong problem-solving skills with the ability to work independently and objectively.
• Ability to manage multiple tasks and interactions while prioritizing requests and concerns.
• Sound decision-making skills and ability to adapt effectively to process changes.

  For remote work, a secure workspace and effective internet connectivity are necessary. The role may require flexibility to support business needs and customer interaction volumes.

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.