Team Lead - Customer Care

Role Overview

Capgemini is hiring a Team Lead for customer care to act as a subject matter expert and lead by example. The position focuses on resolving customer issues digitally with professionalism and integrity, with the goal of improving customer satisfaction and retention.

Key Responsibilities

• Lead a customer service team of at least 10 to 15 associates and manage their performance.
• Use strong technical knowledge and troubleshooting ability to support issue resolution.
• Work confidently with Excel and other Microsoft Office tools.
• Handle customer interactions through digital and call center channels, where applicable.
• Deliver a high standard of customer service while de-escalating difficult situations.
• Apply sound problem-solving skills and work independently with good judgment.

Required Skills and Experience

• Excellent verbal and written communication, along with strong listening and comprehension skills.
• Effective time management and organized work habits.
• Ability to manage multiple tasks, requests, and customer concerns at once.
• Strong decision-making capability and adaptability in a fast-changing environment.
• Prior experience in digital support or a call center is preferred.
• Minimum 5 to 7 years of international contact center experience.
• Comfort using Microsoft Office applications.

Work Setup

This is a remote role and requires a secure workspace along with reliable internet connectivity.

About Capgemini

Capgemini is an AI-driven global partner for business and technology transformation, helping organizations create measurable business value through AI, technology, and people. With nearly 60 years of experience, the company operates with a diverse workforce of 420,000 team members across more than 50 countries and delivered global revenues of €22.1 billion in 2024.

Additional Information

Capgemini supports career growth within a collaborative international environment and works with leading organizations to enable a more sustainable and inclusive world.