Subject: Trainer Candidate - Divyanshu Verma
From: Divyanshu Verma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 22 Jul 2021 13:42:25 -0400

| | Tech Support Test

Name | Divyanshu Verma
E-mail | [email-masked]
Phone Number | (91) 9971471608
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 | Amazon Development Center | Team Lead | NA | 40000
Previous Employer 1 | NA | NA | NA | NA
Previous Employer 2 | NA | NA | NA | NA

If Selected, how much time do you need to join? | 1 month
Please briefly describe your work experience specifically in training? | I have trained batches who were from North America and we're cross skilled to take contacts of India and vice versa as Trainer on Demand.
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. | When I was working as a Holiday Team Manager, I was asked to take nomination from my team who were ready to take phone contacts of Indian Customers for a duration of 3-4 weeks. I was managing a team of North America Customer Service Associates for chat skill. Earlier no one was ready to take phone calls. Some of them had joined chat only to get away from taking phone contacts. I called each one of them seperately and made them understand the necessity of it and how it will impact our customers and their career. In the end, out of 25 associates reporting to me 21 agreed for the cross skill. And the support duration also got extended from 4 weeks to 7 weeks, but they took phone contacts without any escalations and performed great as well.

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

A good customer service is where customers come with the issue and goes with a resolution for it.
Whereas A great customer service is where customers come with the issue and while returning back they don't only have resolution, but also a smile on their face, a sense of satisfaction and a feeling of being heard and valued.

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

Anyone who works on the following leadership principles:
Customer Obsession
Ownership
Frugality
Learn and be curious
A good listener
And a great communicator

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

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