Subject: Trainer Candidate - Sayan Sengupta
From: Sayan Sengupta <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 15 Feb 2021 11:26:34 -0500

| | Tech Support Test

Name | Sayan Sengupta
E-mail | [email-masked]
Phone Number | (91) 8095243476
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) | 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 | Tech Mahindra | Subject Matter Expert | NA | 40000
Previous Employer 1 | Amazon Development Centre | T4 Associate | 30/01/2020 | 32000
Previous Employer 2 | Infosys BPS Ltd | Senior Associate | 10/01/2017 | 15000

If Selected, how much time do you need to join? | 60 Days

Please briefly describe your work experience specifically in training?

Mentoring and coaching associates on daily basis regarding performance.
Subject Matter Expert in the process and assist associates with their daily and real time queries.

Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | Yes

Please tell us below in 300 - 500 words about the most difficult situation you faced either while training or managing a team.

While Managing a team or training a team, challenges are a part of the job role. Due to daily challenges and situations, a solution pertaining to the issue comes up.

If I had to answer the difficult situations while managing a team or training a team are those which come due to unavailability of proper resources which means that with the daily process updates, the knowledge tools, or the SOPs are not updated accordingly.

This is the most difficult situation being faced in both ways, either while training a team or while managing a team as associates are only aware of the process when they are handling any customers with the real time query and things which they have learnt in the training are different from the one which they have been trained on or are being supported with.

Another situation faced while handling a team is, when everyone in the team is not aligned to a particular situation or a decision and there are conflicts among the team members. Associates may not have a common thought over a particular issue and not all minds will be alike. For Example, there was a decision being made with regards to leaves in team, and in order to control shrinkage of the team the approval for the leaves were reduced on case by case basis. These can be resolved using conflict management, however, challenges will always come up when people of different mindset come into place.

Difficult situation are a part of the job and there is always a way to keep coming out of it, but some situations are uncontrollable and will arise in every organization. The above listed issues are the most commonly faced situations along with looking into what management has to decide basis the issue. Things do get escalated all the time however, resolution cannot be found or might take time to get answered till then the same issues keep on happening and we need to work with it.

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

Good customer service is when we offer to help the customer. Great customer service is when we build the trust with the customer that help will be provided.

Good customer service is when we take the ownership of the customers problems.
Great customer service is to identify the issue first hand before any customer faces the issue.

Good customer service is when we understand the need of the customer
Great customer service is when we implement it.

Good Customer Service is informing the customer " It will be done"
Great customer service is informing the customer " It is done".

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

1) Ability to effectively manage a team.
2) Keen interest to learn any process and deliver the same with more interest.
3) Ability to take up challenges and flexibility to changes
4)Past experience

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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