Non-Voice Fresher at Capgemini | Webform Customer Support Jobs in Kolkata

Introduction

Capgemini is hiring for a Non-Voice Customer Support Executive – Webform CSR position in Kolkata, West Bengal. This opportunity is suitable for graduates who have strong written English communication, good typing skills, attention to detail, and an interest in customer service.

The role focuses on handling customer queries through webforms, email, and other written communication channels rather than traditional voice-based support. Candidates will be responsible for understanding customer concerns, providing accurate written responses, maintaining support records, coordinating with internal teams, and ensuring cases are resolved within defined turnaround times.

For freshers looking to begin their careers in customer support, business operations, service management, or business analysis, this can provide valuable exposure to professional processes and enterprise customer service environments.

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About Capgemini

Capgemini is a global technology and consulting company that provides services in areas including cloud, artificial intelligence, data, software engineering, cybersecurity, digital transformation, and business operations.

The company works with organizations across multiple industries to help them modernize their technology and improve business processes. Capgemini has a significant presence in India, with teams working across technology development, consulting, engineering, business services, and customer operations.

For candidates beginning their careers, Capgemini provides exposure to structured enterprise processes, professional communication, teamwork, quality standards, and client-focused service delivery.

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Job Overview

Job Role: Non Voice Fresher / Non-Voice Customer Support Executive – Webform CSR

Company: Capgemini

Location: Kolkata (ex Calcutta), India

Experience: Fresher-oriented role

Contract Type: Permanent

Job Reference: 481908

Posted: 7 August 2026

Professional Community: Business Analysis

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Job Summary

The Non-Voice Customer Support Executive will manage customer requests received through written communication channels such as webforms and email.

Unlike voice-based customer service roles, this position requires employees to communicate primarily through written responses. Therefore, candidates need strong English writing skills, good grammar, accurate typing, and the ability to understand customer problems before providing appropriate solutions.

The employee will also track support cases, coordinate with internal teams, escalate complicated issues, and ensure customer requests are handled within the required turnaround time.

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Key Responsibilities

1. Handle Customer Queries

The employee will respond to customer questions, complaints, and service requests received through:

• Webforms
• Email
• Other non-voice channels

The candidate must understand the customer’s concern before preparing an appropriate response.

2. Provide Professional Written Responses

Written communication is one of the most important parts of this role.

Responses should be:

• Clear
• Accurate
• Professional
• Grammatically correct
• Customer-friendly
• Relevant to the customer’s issue

3. Manage Support Tickets

Employees will need to ensure customer requests are properly recorded and managed.

This includes:

• Acknowledging requests
• Updating tickets
• Tracking cases
• Resolving requests
• Escalating unresolved issues

4. Meet Turnaround Time

Customer requests need to be handled within defined service timelines.

This requires employees to prioritize cases and manage multiple requests efficiently.

5. Coordinate With Internal Teams

Some customer problems may require assistance from another department.

The employee will coordinate with internal teams and follow up until the customer’s issue is resolved.

6. Maintain Accurate Records

Customer interactions and resolutions must be documented correctly in the relevant systems.

Accurate documentation helps teams understand:

• What the customer reported
• What action was taken
• What resolution was provided
• Whether escalation was required

7. Identify Recurring Issues

Employees may also identify frequently occurring customer problems and communicate these trends to team leaders or supervisors.

This can help organizations improve their processes and customer experience.

8. Follow Processes and Compliance

The role requires employees to follow established:

• Process guidelines
• Quality standards
• Compliance requirements
• Escalation procedures

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Skills Required

1. Written English Communication

Strong written communication is one of the most important requirements.

Candidates should be able to write professional responses without major grammar or clarity issues.

Why it matters:

• Customer communication happens through written channels.
• Poorly written responses can create confusion.
• Professional writing improves customer trust.

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2. Typing Speed and Accuracy

Since the position involves handling webforms and emails, candidates need reasonable typing speed with high accuracy.

Why it matters:

Fast and accurate typing helps employees handle a larger number of customer requests while reducing errors.

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3. Customer Issue Resolution

Candidates should understand customer problems and determine the appropriate resolution.

Why it matters:

Customer support is not simply about replying to messages. Employees must understand the issue and provide useful information or take the correct action.

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4. Attention to Detail

Customer requests can contain important information that must not be overlooked.

Why it matters:

Attention to detail helps prevent:

• Incorrect responses
• Data entry mistakes
• Missed instructions
• Incorrect escalations

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5. Problem-Solving Skills

Employees should be capable of analyzing customer concerns and determining possible solutions.

Why it matters:

Not every customer issue will have an obvious answer. Problem-solving skills help employees identify the correct next step.

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6. Multitasking

The role may require handling several customer cases simultaneously.

Why it matters:

Employees must balance multiple tickets while maintaining response quality and meeting deadlines.

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7. Time Management

Customer support operations often operate according to turnaround-time requirements.

Good time management helps employees prioritize urgent and pending requests.

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8. Process Adherence

Employees must follow defined processes instead of handling every case differently.

Why it matters:

Process adherence supports consistent service quality, compliance, and accurate case management.

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9. Collaboration

Some customer issues require assistance from other teams.

Strong collaboration skills help employees coordinate effectively and close cases faster.

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Educational Qualification

Candidates should be graduates in any discipline.

An additional certification in customer service can be an advantage, although it is not mandatory according to the provided job description.

Graduates from fields such as:

• Bachelor of Computer Applications
• Bachelor of Commerce
• Bachelor of Arts
• Bachelor of Science
• Bachelor of Business Administration
• Other bachelor’s degree programs

can consider this opportunity if they meet the communication and customer-service requirements.

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Preferred Candidate Profile

Capgemini is looking for candidates who can:

• Communicate effectively in written English
• Type accurately
• Understand customer concerns
• Prepare professional responses
• Handle multiple cases
• Follow defined processes
• Manage time effectively
• Work independently
• Collaborate with teams
• Maintain attention to detail
• Work in rotational shifts when required

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Is This Job Suitable for Freshers?

Yes, the position is particularly relevant to graduates seeking entry-level opportunities in non-voice customer support and business operations.

However, candidates should carefully review the final eligibility criteria during the application process because the listing displays an Experienced Professionals experience level despite using the title Non Voice_Fresher.

Candidates should therefore rely on the employer’s current application portal for the final eligibility determination.

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Non-Voice Support vs Voice Support

A non-voice customer support position differs from traditional call-center work.

Non-Voice Support	Voice Support
Email and webforms	Phone calls
Written communication	Verbal communication
Typing skills are important	Speaking skills are important
Written problem-solving	Verbal problem-solving
Ticket-based work	Call-based work
Email documentation	Call documentation

For candidates who are more comfortable communicating through written English than speaking on continuous calls, non-voice support can be an attractive career option.

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Career Growth Opportunities

A Non-Voice Customer Support Executive can develop skills that lead to several career paths, including:

• Customer Support Executive
• Senior Customer Support Executive
• Process Associate
• Business Operations Associate
• Service Desk Analyst
• Quality Analyst
• Process Trainer
• Team Leader
• Business Analyst
• Operations Analyst
• Customer Experience Specialist

With additional technical training, professionals can also transition toward IT support, application support, service management, or business analysis roles.

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Why Work at Capgemini?

Working at a global technology organization can provide exposure to structured enterprise processes and professional work environments.

Employees can develop experience in:

• Customer service
• Business operations
• Enterprise applications
• Process management
• Quality assurance
• Professional communication
• Team collaboration
• Client service

These skills can remain valuable even when an employee later moves into a different technology or business function.

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Important Application Information

Company: Capgemini

Position: Non Voice_Fresher

Location: Kolkata, India

Reference Code: 481908

Posted Date: 7 August 2026

Contract: Permanent

Candidates should verify the current availability and eligibility requirements on the official Capgemini careers portal before applying.

 

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Final Thoughts

The Non-Voice Customer Support Executive – Webform CSR opportunity at Capgemini is a suitable option for graduates who want to begin their careers in customer support and business operations.

The position emphasizes written English communication, typing accuracy, problem-solving, attention to detail, multitasking, process adherence, and teamwork. These are practical workplace skills that can help candidates build a foundation for future opportunities in customer service, operations, service management, and business analysis.

Candidates who enjoy solving customer problems and prefer written communication over voice-based support should consider evaluating this opportunity. Since the listing indicates both “Fresher” in the job title and “Experienced Professionals” under the experience level, applicants should verify their eligibility directly through the current Capgemini application page before submitting an application.

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