Job Profile
Contact Support Group (CSG) || Capgemini Exceller || Coimbatore || 2024 -
2025 Graduates
Capgemini | Coimbatore | Full Time
Job profile is open for applications. You can apply before Thursday, May 15, 2025 12:00 AM
Job Description Hiring Workflow Eligibility Criteria
Opening Overview
Category: Category 1
Job Functions: Others
Job Profile CTC: ₹ 300000 per Annum
Other Info : 3.25 Lacs (3 LPA + 25k one-time incentive)
Job Description
**Candidates must have an active DigiLocker account and active mobile number linked with their Aadhar
Number while applying for this job.**
As part of our diversity and inclusion efforts, we are particularly encouraging applications from female
candidates for this position
CSG is Capgemini's Cloud & Infra Services' (CIS) first line of defense managing IT infrastructure incidents and
service requests via Business Intelligence Approach using legacy (email and voice) and digital contact channels
(chat, SSP, BOTs, etc.). CSG works in cohesion to offer optimized, proactive, predictive and user centric IT
support solutions for Capgemini’s CIS division global customer base.Based on your profile and assessment
performance, we would like to offer you an opportunity to be a part of Customer Support Group where you
enable speedy and satisfactory incident resolution/escalation to improve the experience of end user. You are
required to be flexible in working with clients (24 x 7 rotational shifts) across different Regions and time zones.
Job Description:
Provide best-in-class customer service/problem resolution and technical troubleshooting to customer
queries over the voice-based phone service and other contact channels and should be willing to multi-task
across different channels of support
Ticket Management – Prioritize the urgency of the ticket, right categorization based on issues of the
ticket, track status of the ticket (On-hold, Open, closed & resolved), Keep customers informed on status
etc.
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Business intelligence – use ticket data and analysis, tools and use best practices in the account to support
customer
Service Delivery – Its our service to the customer and delivering what is expected
Customer Management – How effectively you are interaction starting from Greeting to resolution and
call closure is what is expected
CHIP – Our intelligent AI BOT which help to answer customer query saving SD & customers time and
effort on issue resolution. Also helps in making customer’s experience better
Service email retrieve – How effective are we in handling email as a contact channel and minimize hops
between SD and the customer
Knowledge Management – How effectively we manage the Knowledge base to resolve customer issues
Service Marketing – Increase customer brand by bringing and here its Capgemini where we talk about
tools where increase usage can help the customer
Support customers across Telecommunication, Financial Services, Healthcare and Technology
vertical/industries
Troubleshoot customer issues related to internet - troubleshooting, Password reset/session
reset/renaming profile
Meet customer requirements through first contact resolution (Resolve an issue in the first contact itself)
Clarify customer requirements
Probe for and confirm understanding of requirements or problem
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
Listen attentively to customer needs and concerns; demonstrate empathy
Candidate should not have any backlog at the time of assessment and joining Capgemini
Desired Skills:
Should have excellent communication and English speaking skills
Should have good interpersonal skills and ability to perform under pressure
Basic computing skills
Willing to work in a 24/7 environment
Candidates must be open to relocate to any location and work in night shifts
Qualification -
Qualification- Any 3-year graduate/diploma pass outs from 2024 & 2025 Batch
Job Location - Coimbatore
Please Note -
Only shortlisted candidates will be invited for the assessment / selection process
Selection process will be done in virtual mode
Candidates will be responsible for arranging required infrastructure for appearing for the selection
process which will be conducted online
Disclaimer: -
By agreeing to participate in the campus recruitment drive you are agreeing to accept the prescribed process
of this recruitment and shortlisting or selection is at sole discretion of Capgemini. This participation and
registration does not guarantee a call/offer letter, and the same will be based on the positions available across
different cities in India among others.
This Position is open only for Indian Citizens.
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About Capgemini
1000+ Employees · Public · Founded 1967 · https://www.capgemini.com/in-en/careers/career-paths/students/
Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The
Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving
world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific
expertise, Capgemini enables organizations to realize their business ambitions through an array of services
from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes
from and through people. Today, it is a multicultural company of 270,000 team members in almost 50
countries. With Altran, the Group reported 2019 combined revenues of €17billion.
