Subject: Trainer Candidate - Rishav Mahato
From: Rishav Mahato <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 10 Dec 2022 04:44:05 -0500

| | Tech Support Test

Name | Rishav Mahato
E-mail | [email-masked]
Phone Number | (+91) 7003010454
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 using other transport like Rickshaw
Where do you currently live (area) | Polba

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 | startek agies pvt LTD | senior executive Level 3 | 10.12.2022 | 24000/-
Previous Employer 1 | ITC hotels | Guest service associate | 15.10.2020 | 12000
Previous Employer 2 | concentrix | customer support executive | 31.05.2021 | 17000

If Selected, how much time do you need to join? | 15 days

Please briefly describe your work experience specifically in Quality?

Researching product details or company policies to answer questions.
Providing customer service and troubleshooting issues.
Answering questions about products, shipping rates, billing issues, return policies, etc.
Creating and maintaining records of customer interactions with the company or its affiliates.
Handling returns, exchanges, and other customer service issues related to online purchases.

Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? | Yes
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 | one of the agents while taking calls got an irate customer who is waiting for a resolution for a long time once the agent again asks to wait for 24 hours the customer become rude and start abusing so the agent did the same which is wrong and unprofessional so I guide him to so his empathy and apology and share proper details with good tone than later once he starts following this our team quality score improved and his individual score as well.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | provide the proper resolution by showing empathy and doing an apology at the correct time.
What according to you makes you a good candidate for this position? | passion for customer service and my skills
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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