Non-Voice Customer Support Executive

About the role

We are seeking a detail‑oriented Non‑Voice Customer Support Executive (Webform CSR) to handle customer queries and service requests received through webforms, email and other written channels. The role focuses on delivering clear, accurate written responses while ensuring timely resolution.

Key responsibilities

• Manage and respond to customer queries, complaints and service requests submitted via webforms, email and other non‑voice channels.
• Provide professional written communication, ensuring clarity, correct grammar and adherence to company guidelines.
• Acknowledge and resolve tickets within defined turnaround times, maintaining accurate records in the system.
• Coordinate with internal teams to investigate and resolve issues, following up until closure.
• Identify recurring issues, highlight trends and suggest improvements to team leads.
• Escalate complex or unresolved cases according to established processes.

Required profile

• Graduate in any discipline; customer‑service certification is a plus.
• Excellent written English with strong grammar and clarity.
• Good typing speed and accuracy.
• Ability to understand customer concerns and provide appropriate resolutions.
• Strong attention to detail and capability to handle multiple cases simultaneously.
• Willingness to work rotational shifts if required.

Required skills

• Professional written communication.
• Analytical and problem‑solving abilities.
• Time‑management and prioritisation.
• Collaboration with internal teams.

What we offer

• Career development paths within the Capgemini group and internal mobility opportunities.
• Personalised career guidance from senior leaders.
• Comprehensive wellness benefits including health checks, telemedicine, insurance top‑ups, elder‑care and parental support.
• Access to a large digital learning platform with over 250,000 courses and certifications.
• Inclusive culture that encourages belonging and authenticity.
• Employee activities such as weekly musical performances and sports events.