Subject: Trainer Candidate - Jayant Singh Rathore
From: Jayant Singh Rathore <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 2 Feb 2023 03:16:09 -0500

| | Tech Support Test

Name | Jayant Singh Rathore
E-mail | [email-masked]
Phone Number | (+91) 9929200907
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 have my own 2/4 wheeler transport
Where do you currently live (area) | Jaipur, Rajasthan

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 | Coinbase India | Institutional Onboarding Analyst | 31 Jan 2023 | 65,000
Previous Employer 1 | Amazon India | Sr. Cx service | 2 April 2022 | 40,000
Previous Employer 2 | NA | NA | NA | NA

If Selected, how much time do you need to join? | 0-5 days
Please briefly describe your work experience specifically in Quality? | Have been a part of Quality Control team and Engagement team. Where in we used to Audit calls, chats and emails.
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

As per my knowledge the most difficult situation in customer service is when workflows aren't aligned with the customer's journey or you have insufficient tolls to operate over system to resolve query. At this time most of the agents get frustrated and skip the call quality in order to provide resolution to customer.
To bring improvement in this situation we are advised to take proper research time wherein you can reach support tolls or SME if required and provide first call  resolution to customer.

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

Good - According to me a good customer service is when you are providing the resolution to customer which you have and wrapping up the call with giving opening-closing statements.
However Great customer service is something where we put customer's in our shoes and go beyond the line to help them with the resolution, which gives a great experience to the customer.

What according to you makes you a good candidate for this position? | There may be different criteria which makes a candidate good fit for the position but according to me the on who understand the situation of the customer, applies all the resources which they have, reach out to leads if required and then respond to customer with empathy(if required) and the best which we can offer within policy or if we can take an exception to solve the customer's issue.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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