Subject: Trainer Candidate - Rajat Kumar
From: Rajat Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 17 May 2021 09:16:27 -0400

| | Tech Support Test

Name | Rajat Kumar
E-mail | [email-masked]
Phone Number | (91) 9910410373
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) | New Delhi

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 | InterviewBit Software Solutions Pvt. Ltd. | Business Operations | | 51,000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 1 month
Please briefly describe your work experience specifically in training? | I am the part of Business Operations in my current company with a experience of 2+ years of experience along with the experience of managing team. I have been taking care of day today operations and responsibilities assigned to my team.
Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | No

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

In my initial days i was taking care of the TA Operations team where i was responsible for the Teaching Assistants hiring, training, scheduling of the classes, availability for the classes and their weekly performance on the basis of the feedback we used to receive from the learners. As a Edtech company its very important to take care of the quality of content we deliver which in future would help us to have user base stronger than ever. All our TA's are the ones that work full time in some or the other reputed software companies and they give 3 hours daily to our learners. One of the difficult situation for us was to maintain the availability of the TAs after the lectures helping our learners during the assignment and the TA summary session. The turn around of the TAs was very low because of the long working hours at their usual office. Then we started assigning 2 TAs for a particular set of batch making sure either of them has to be present on daily basis and observing them would be our responsibility. Then our next challenge was to see that the present TA does take full doubts of the learners and does not log out in between. For that, we took the help of tech team to mark the TA absent if he/she does log out of the system before the assigned time and combining that set of students with the one that does have a TA at present. Also, we did have 3 full time instructor assigned making sure if all the TAs are not present in the worst scenario then the instructors would be taking the assigned sessions.
After this we did automate whole of the attendance scenario of the TAs along with their monthly payment.

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

1. In Good customer service you are barely keeping the customer satisfied whereas in the later one you are not only keeping them satisfied but loyal as well.
2. In Good customer service you are just meeting expectations whereas in the later one you are exceeding expectations.
3. Resolution rate in Good customer service is a bit lower compared to great customer service. If the Customer is coming back to you for a update and then you get it done is a good customer service whereas in the great customer service you give a timely update to the customer.
4. Those who offer good customer service will only work on the things that are broken and will get them fixed. While the great ones will not only fix the broken ones but will also diligently try to improve the whole customer experience.
5. A great customer service is the one that adds a personal touch to the conversation while the customer  really need our help. He/she should not feel like talking to a person getting ticket no. xyz resolved. If we need to create a impact then we should have to be someone who the customer doesn't have to feel challenging about.

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

Communication
Patience
Empathy
Problem solving
Motivation
Trust
Diplomacy
Vision

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

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