KOLKATA · FULLTIME
Senior Associate, Customer Care
Capgemini
Kolkata · onsite · Posted 12d ago
Sourced from
Undisclosed1–3 yrsfulltimeKolkata
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Section · 01
About this role
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way youd like, where youll be supported and inspired bya collaborative community of colleagues around the world, and where youll be able to reimagine whats possible. Join us and help the worlds leading organizations
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 Sprinklrs 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 will have the on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
- Were committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. .
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Section · 02
Skills
Customer ServiceCustomer ExperienceAutomationTroubleshootingCustomer Carecontact centerOmni ChannelCustomer QueriessprinklrSocial MediaCommunication Skills
Section · Company
About Capgemini
Capgemini
IT Services & Consulting
235k+
employees
1967
59 years old
Mumbai, Maharashtra
India
About
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value.
Industries
IT Services & ConsultingAnalytics & KPOBankingSoftware Product
Employee ratings
53,345 reviews
3.6/ 5
Culture
3.6
Career growth
2.8
Work-life
3.8
Employees rate it well for
Work Life Balance7494Salary7201Work Culture5032Appraisal4419Senior Management3872
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