Team Lead Customer Care

Capgemini is seeking a Subject Matter Expert (SME) to lead a team in digital customer support, ensuring high-quality service and customer satisfaction. The role involves team management, technical troubleshooting, and maintaining excellent communication skills.

Location: Remote

Responsibilities

• Handle a team of 10-15 associates and manage their performance.
• Provide technical support and troubleshooting, well-versed with Excel and MS Office.
• Lead by example as a SME in digital customer support.
• Ensure customer satisfaction and retention through professional service.
• De-escalate customer frustrations and resolve issues efficiently.

Requirements

• Minimum 5-7 years of international contact center experience.
• Strong communication and customer service skills.
• Ability to manage multiple tasks and prioritize effectively.
• Good technical knowledge, troubleshooting skills, and familiarity with MS Office.
• Effective time management and organizational skills.
• Ability to work independently and adapt to change.
• Must have a secure workspace and reliable internet connection for remote work.