Non-Voice Customer Support Executive

Role Overview

This position is for a detail-focused non-voice customer support professional who will handle customer requests submitted through webforms and other written channels. The job calls for clear written English, strong problem-solving, and a service-first approach so that customer issues are addressed quickly and accurately.

Key Responsibilities

• Respond to customer questions, complaints, and service requests coming in through webforms, email, and similar non-call channels.
• Read each issue carefully and prepare responses that are clear, correct, and professional.
• Make sure all tickets and webform submissions are acknowledged and closed within the required turnaround time.
• Work with internal teams to get issues resolved and keep tracking them until they are fully closed.
• Keep complete and accurate records of customer interactions, solutions, and escalations in the system.
• Spot repeated customer issues and share patterns with the team lead or supervisor.
• Adhere to process rules, quality expectations, and compliance requirements while handling cases.
• Route difficult or unresolved matters to the right team based on the defined process.
• Contribute to customer satisfaction by delivering prompt and effective support.

Required Profile

The ideal candidate should have 1 to 3 years of experience in non-voice customer support, customer service, or web-based support operations. A graduate degree in any discipline is required, and customer service certification will be considered an added advantage. Strong written English, correct grammar, and clear communication are essential, along with good typing speed and accuracy. You should be able to understand customer concerns and work toward the right resolution, while also being comfortable with CRM tools, ticketing platforms, and MS Office. The role also requires strong attention to detail, the ability to manage several cases at once, and readiness to work rotational shifts if needed.

Preferred Skills

• Writing professional and empathetic customer replies
• Analytical thinking and problem-solving
• Prioritizing tasks and managing time effectively
• Customer-first mindset with disciplined process handling
• Working independently and in a team setting

What You Can Expect

• Multiple career paths and internal growth opportunities within the Capgemini group, along with guidance from leaders.
• Comprehensive wellness support such as health checks, telemedicine, insurance top-ups, elder care, and partner or new-parent support through flexible work.
• Access to a major digital learning platform with more than 250,000 courses and many certification options.
• An inclusive workplace where people from all backgrounds are welcomed and encouraged to be themselves.
• Internal community and engagement activities including a weekly in-house band performance, sports events, yoga challenges, and marathons.
• Opportunity to work on advanced technology and engineering initiatives with industry leaders, as well as on solutions that address social and environmental challenges.