Capgemini Recruitment For Contact Support Group (CSG)

The job description for the Contact Support Group (CSG) role at Capgemini Exceller, Coimbatore:

Job Role: Contact Support Group (CSG)

Location: Capgemini, Coimbatore
Employment Type: Full-time
For: 2024 & 2025 Graduates (3-year degree/diploma holders only)
Salary: ₹3.25 LPA (₹3 LPA fixed + ₹25,000 one-time incentive)
Application Deadline: 15 May 2025, 12:00 AM
Shift: 24×7 rotational (including night shifts)
Mode of Work: Onsite, Coimbatore

Key Responsibilities:

• Provide excellent customer service and resolve IT-related issues via phone, chat, email, or bot-assisted support.
• Handle IT service requests and incidents, including internet issues, password resets, account access problems, etc.
• Accurately log, categorize, prioritize, and track tickets to resolution.
• Maintain clear and effective communication with customers throughout the support process.
• Use AI tools like CHIP and knowledge bases to improve first-contact resolution.
• Support clients from industries like telecom, finance, healthcare, and technology.
• Manage multiple support channels (voice, email, chat) efficiently.

Required Skills:

• Strong English communication and customer service skills.
• Basic computer and troubleshooting knowledge.
• Good interpersonal skills and ability to work under pressure.
• Willingness to work in rotational shifts and relocate if required.

Eligibility:

• Female candidates are especially encouraged to apply.
• Must have an active DigiLocker and Aadhaar-linked mobile number.
• No active backlogs at the time of assessment/joining.
• Must be from the 2024 or 2025 batch of a 3-year degree or diploma course.

 

Here’s a more detailed explanation of the Capgemini Contact Support Group (CSG) role and what it involves:

What is CSG at Capgemini?

CSG (Contact Support Group) is the first point of contact for Capgemini’s IT infrastructure support services. They handle technical issues and service requests from global clients using various communication channels like:

• Voice (calls)
• Chat
• Email
• Self-service portals
• AI-powered bots like CHIP

What You’ll Be Doing (Expanded Duties)

Customer Support

• Answer technical queries over the phone, email, and chat.
• Help users with password resets, network problems, system access issues, and more.

Ticket Handling

• Log and track incidents in ticketing tools.
• Classify and prioritize based on urgency and type.
• Keep customers updated until the issue is resolved.

Technical Troubleshooting

• Use your basic IT knowledge to identify and solve problems.
• Escalate complex issues to higher support teams.

AI & Tools Usage

• Use Capgemini’s AI bot CHIP to automate responses and improve resolution times.
• Update and refer to the knowledge base for solving repeated issues.

Customer Interaction Quality

• Greet and speak with customers professionally.
• Show empathy, patience, and understanding while solving their problems.

 

Here’s a helpful guide to prepare for the Capgemini CSG virtual selection process, including interview tips and sample questions.

Selection Process Overview

1. Online Application

   • Ensure your DigiLocker and Aadhaar-linked number are active.

   • Submit correct academic and personal details.

2. Online Assessment (if shortlisted)
   Typically includes:

   • Aptitude Test (Quant, Reasoning, Verbal)

   • Situational Judgment Test (SJT) or Personality Test

   • Basic Technical/IT Skills

3. Virtual Interview (Technical + HR combined)
   Focuses on communication, troubleshooting, and your attitude toward customer service.

Common Interview Questions

Customer Service & Communication

1. Tell me about yourself.
2. Why do you want to work in a customer support role?
3. How would you handle a difficult or angry customer?
4. What would you do if you didn’t know the answer to a customer’s problem?

Basic Technical/IT Knowledge

1. What is an IP address?
2. How do you reset a password on Windows?
3. What would you do if your internet stops working?
4. What is the difference between LAN and WAN?
5. What is a ticketing tool?

Behavioral/Situational Questions

• Describe a time you worked under pressure.
• How do you prioritize tasks when handling multiple issues?
• How would you ensure a customer feels heard and understood?

Preparation Tips

1. Practice Aptitude & English

   • Use platforms like IndiaBIX, PrepInsta, or Mettl to practice aptitude and verbal tests.

2. Improve Communication

   • Practice speaking English clearly. Mock interviews can help a lot.

3. Learn Basic IT Concepts

   • Focus on internet troubleshooting, computer basics, networking terms, etc.

4. Be Professional

   • Dress formally (even for a virtual interview), use a quiet background, and check your internet connection.

5. Know Capgemini

   • Read about Capgemini’s values, services, and recent news. Show genuine interest in the company.

• Willingness to learn and adapt in a global work environment