Subject: Trainer Candidate - Gaurav sharma
From: Gaurav sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 19 Aug 2022 02:38:22 -0400

| | Tech Support Test

Name | Gaurav sharma
E-mail | [email-masked]
Phone Number | (+91) 8800916791
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) | Greater Noida west

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 | Grownmind | Customer support executive | Aug 2022 | 23000
Previous Employer 1 | Swiflearn | Customer support executive | Nov 2021 | 20000
Previous Employer 2 | Ienergizer | Customer service executive | Oct 2019 | 12000

If Selected, how much time do you need to join? | Immediate
Please briefly describe your work experience specifically in Quality? | NA
Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? | No

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

If some executive attend the call and customer is frustrated, so firstly, the executive talk with calming and politely, positive manner, listen the customer issue properly and ensure them that they will surely try to resolve their concern asap. Check the details properly and forward the concern to the concern team, with the quality parameters
Open the call with proper script
Empathy to the customer that he/she is totally understand the customer concern
Apology to the customer
Rate of speech should not high
Executive sound professional throughout the call
If executive think that the information will take the time then he/she put tha call on hold for 2 mins
No dead air will be there
Probe to customer for understanding the exact issue
Tag the call appropriately
Follow the closing script for close the call

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

Good customer service representative will get the problem solved eventually
Great customer service representative will get it solved immediately, doing everything they can to remedy the problem at hand

What according to you makes you a good candidate for this position? | I have enough knowledge for quality parameters, i make sure that the agents should not repeat the same issue and encourage them to take the proper call and how to follow the quality parameters
On a scale of 1 - 5 please rate your fluency in spoken English | 4

| |