Subject: Trainer Candidate - Himanshu Johri
From: Himanshu Johri <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 31 Jul 2022 01:31:16 -0400

Tech Support
Test

Name

Himanshu
Johri

E-mail

[email-masked]

Phone Number

(91) 9899221717

Do you have your own transportation
(2 or 4 wheeler) or are you able to commute to office without using Metro? Our
office is located in Noida Sector 2, near Noida - Sector 15 Metro
Station

I can commute only using Metro

Where
do you currently live (area)

Currently live in Aligarh but
relocate to Noida

Please give us details of your last 3
employments including current. If you've not worked in 3 companies, please enter
NA

Name of Company

Designation

Last
working day

Monthly Salary (inhand)

Current
Employer

Cognizant

Quality analyst

Currently working

43500

Previous Employer 1

Exl

Sr.CCE

9th oct 2014

21000

Previous Employer 2

RT outsourcing

Customer
Support Associte

10th July 2009

8000

If Selected, how much time do you need
to join?

2 months

Please briefly
describe your work experience specifically in Quality?

Experience More than 2 years in quality. My work is Associate
renew the insurance policies as per underwriter instructions and I audit those
policies on daily basis .I give feedback and fill the gap if needed.Take quality
session and give updates to the team.

Have you worked as a
Quality Manager in a Call Center/Customer Service/BPO Environment?

No

Please tell us below in 300 - 500
words about the most difficult situation in your experience as someone who is
responsible to manage and bring improvements in quality of your team

Operation team received the escalation from client side and
gave the responsibility to manage this situation to me. I worked on that
escalation and gave proper reason to operation team  and treated this
escalation as update after that I gave this update to the team so that team need
to follow this type of situation correctly

What according to you
is the difference between good and great customer service. (Explain in 4 - 6
sentences)

1. Good customer service: if the customer emailed
from our website.we respond with in 24 hours.

1.Great Customer service: we respond to that customer with in minutes.

2.Good customer services: Our customer is not happy with the product/services
and wants to return it or get a refund. We willingly accept the less and
restocking.

2.Great customer service:we suggest alternative product/services that might fit
them based on their feedback on the initial experience.

3. Good customer services:If the customer is irate and we have to deal with it.
We work to the best of our ability to help them.

3. Great customer services: First , we apologize and accept the responsibility
and we will work to resolve this and actively search for ways to turn their
frustration into satisfaction.

4.Good customer service: we are on the phone with a customer and another
customer walks in our office. We whisper to the customer standing infront of us
and we will be right with them while we finish our work.

4. Great customer service:  we tell the person on phone to hold for one moment
and we will be right back with them and greet the customer and quickly assess
their needs.

What according to you makes you a good candidate
for this position?

I believe I am qualified for this job because of
my experience in this area and currently I am working as Quality analyst. I keep
myself motivated at work  by trying out new things.

On a scale of 1 - 5
please rate your fluency in spoken English

4