Non-Voice Customer Support Executive (Webform)

About the role

We are seeking a detail‑oriented Non‑Voice Customer Support Executive to handle queries and service requests submitted through webforms, email, and other written channels. The role focuses on delivering clear, professional written responses while ensuring timely resolution of customer issues.

Key responsibilities

• Manage customer queries, complaints, and service requests received via webforms, email, and other non‑voice channels.
• Draft accurate, empathetic written responses and acknowledge tickets within defined turnaround times.
• Coordinate with internal teams to resolve issues and follow up until closure.
• Maintain detailed records of interactions, resolutions, and escalations in the ticketing system.
• Identify recurring issues, highlight trends, and suggest improvements.
• Escalate complex cases according to established processes.

Required profile

• 1‑3 years of experience in non‑voice customer support or web‑based support operations.
• Graduate in any discipline; customer‑service certifications are a plus.
• Strong written English communication with good grammar and clarity.
• High typing speed and accuracy.
• Ability to manage multiple cases simultaneously and work in rotational shifts if needed.

Required skills

• Basic knowledge of CRM tools.
• Familiarity with ticketing systems.
• Proficiency in MS Office applications.

What we offer

• Career growth opportunities within the Capgemini group.
• Comprehensive wellness benefits, including health checks, telemedicine, and insurance.
• Access to a large digital learning platform with thousands of courses and certifications.
• Inclusive work environment that values diversity and belonging.