Subject: Trainer Candidate - Nirjhar Kapoor
From: Nirjhar Kapoor <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 20 Jul 2020 07:49:21 -0400

Tech Support
Test

Name

Nirjhar
Kapoor

E-mail

[email-masked]

Phone Number

(91) 9773711699

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)

Sector 19

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

NA

Previous Employer 1

Indialends

Sr. Process
Trainer

20 May

35000

Previous Employer 2

99 acres

Sr. Executive
Training

24 April 19

32000

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

Immediately

Please briefly describe your work experience specifically in
training?

My first training experience started from
DreamArts International in Lucknow as a Soft Skill trainer. I worked for 3 years
in the organization and joined Aegis BPO in 2014 December.

Worked as Product and Process trainer till 2017 march

Joined as 99Acres in 2017 as Sr. Executive Training where i took care of product
process and sales training and moved to Indialends.com as a Sr. Sales
Trainer.

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.

During my Aegis days, I had to handle pilot
batches for Vodafone Postpaid.

Handling pilot batches involves not only training but also floor support. Since
there is no previous batch hence live call handling becomes very difficult so as
a trainer we have to give the exact call scenario on mock calls for better
understanding in a way that trainees are prepared for live certification and
taking calls post that.

This involved a lot of thought process and efforts to find ways to best transmit
the knowledge.

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

For me a
good customer service is where we are able to resolve customer issues and
provide the service. This builds a confidence with the customer.

However in an ever demanding scenario, many time we have to find ways to assist
the customer which involves a lot of followup and out of the box thinking. There
would be roadblocks in providing genuine services as well. This extra effort by
any executive to assist customer is a great customer service.

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

My vast experience in handling different kind of batches,
pilot batches, working with operations teams makes me suitable for the
profile.

Also, I understand the importance of on floor performance of the
trainees.

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

4