Senior Associate, Customer Care

Capgemini; West Bengal; Remote; INR 420,000 - 640,000; Full time

Benefits offered by this job

Health checks

Telemedicine

Insurance top-ups

Elder care

Partner coverage

New parent support

Flexible work

Job summary

Capgemini in India seeks a Senior Associate – Customer Care to manage customer queries across voice and written channels in an international contact centre. You will configure Sprinklr CCaaS, collaborate with customers to ensure full utilization, and proactively identify opportunities for platform optimization.

The role requires strong communication, 1–3 years of international contact centre experience, excellent troubleshooting skills, and a graduate qualification.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication skills

Customer service

Troubleshooting

MS Excel

MS Office tools

Problem solving

Multitasking

Decision making

Education

Graduate qualification

Tools

Excel

MS Office

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.Your RoleThe 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 PROFILEStrong 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 HEREYou 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.Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.Make it real | www.capgemini.com