Capgemini
Team Lead Customer care
2w ago
WorldwideSeniorRemotecustomer serviceproblem-solvingmicrosoft officecommunicationtime managementperformance managementtroubleshootingcontact center
Lead a team of 10-15 associates in resolving customer issues digitally with professionalism to ensure satisfaction and retention, working remotely for Capgemini, a global AI-powered technology transformation partner.
About the company
- 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 nearly 60 years of heritage, Capgemini has 420,000 team members in more than 50 countries.
- The Group reported 2024 global revenues of €22.1 billion.
- We deliver end-to-end services and solutions with deep industry expertise and a strong partner ecosystem across strategy, technology, design, engineering and business operations.
Responsibilities
- Be a SME and lead the team by example.
- Digitally resolve customer issues with the highest level of professionalism and integrity to ensure customer satisfaction and retention.
- Handle a team size of minimum 10-15 associates and manage their performance.
- Exhibit good technical knowledge and troubleshooting skills, well versed with Excel and other MS Office tools.
Requirements
- Minimum 5-7 years of international contact center experience.
- Strong communication and customer service skills.
- Strong ability to manage multiple tasks and interactions while prioritizing requests and concerns.
- Sound decision making and ability to effectively adapt to accelerating changes.
- Excellent written and oral communication, listening, and comprehension skills.
- Effective time management and organizational skills.
- Stellar customer service skills and ability to de-escalate customer frustration.
- Superior problem-solving skills and the ability to work independently and objectively.
- Prior digital/call center experience preferred.
- Familiarity with Microsoft Office applications.
Conditions
- This is remote work requiring a secure workspace and effective internet connectivity.