Join a global leader in technology transformation at Capgemini and shape your career path. This Senior Associate role in Customer Care is crucial for managing international customer inquiries across voice and written channels. You will ensure accurate and timely resolutions, contributing to an exceptional customer experience within a dynamic contact center environment. The position emphasizes strong communication, customer focus, effective decision-making, and adaptability.

Key responsibilities include configuring and customizing the Sprinklr platform to meet specific client needs and use cases. You will collaborate directly with clients to maximize their utilization of Sprinklr’s CCaaS Omnichannel, Social Media, and Contact Center Intelligence & Automation features. Proactively identify opportunities for platform optimization and implement solutions to enhance value realization. Documenting best practices, configuration guides, and solution designs is also essential.

Ideal candidates possess strong communication and customer service skills, with C1 level language fluency in the required language. A minimum of 1 to 3 years of international contact center experience is necessary, along with good technical troubleshooting abilities and proficiency in Excel and other MS Office tools. A graduate qualification is mandatory, complemented by excellent written and oral communication, listening, and comprehension skills. The ability to professionally de-escalate customer frustration, manage sensitive interactions, and solve problems independently is vital. You should be adept at multitasking, prioritizing requests, and making sound decisions while adapting to process changes. For remote work, a secure workspace and reliable internet connectivity are required.