Subject: CS Candidate - Rohit juyal
From: Rohit juyal <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 10 Aug 2020 01:53:59 -0400

| | CS Test

Name | Rohit juyal
E-mail | [email-masked]
Phone Number | (91) 9999449863
How will you commute to office for work? We are currently only hiring candidates who can reach office by themselves, independently. Our office is located in Noida Sector 2, near Noida - Sector 15 Metro Station | I can commute using other transport like Rickshaw, Uber etc.
Where do you currently live (area) | Saket - 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 | NA | | |
Previous Employer 1 | Yatra.com | Team leader | 6 July | 40000
Previous Employer 2 | Ibm | Executive | Sep 2010 | 12000

Situation: You are trying to open a website (www.ndtv.com) on your browser, and you get an error. As a computer user, please tell us all the steps you will take in logical order to troubleshoot the problem. Please answer in Grammatically correct english.

1 - Check network/ wireless connection setting in order to check internet connectivity.
2.  Check proxy setting or firewall setting .
3 . Reset you router or connection.
4. Restart your PC / laptop.

Situation: You are answering phones for a Pizza Hut outlet. You have a customer calling you to check why he has not received his pizza even after one hour from the time he ordered. When you check, you realised that you took his order on phone, and made an error in entering his address. What would you tell the customer (answer in grammatically correct English) | I apologise for delay in delivery mr / ms xyz. The issue happened due to incorrect address entered by us at the time of receiving order. As a token of gesture , we're delivering you same pizza order in 50 percent discount where same will be delivered to your door step in next 20 min. We once again apologise for unintentional inconvenience caused and we ensure that such error will not occur in future orders.

What were your responsibilities in your last employment. Please explain in 150-200 words.

•Manage an efficiently operated shift that is in accordance with the agreed standards and regulations.
•Resolved escalated customer questions, issues and complaint.
•New Reservation and queries for hotels and Flight+hotels with in India.
•Issues related to existing Reservations.
•Any Complaints related to existing Reservation.
•Service Failure addressal.
•Customer service enhancement.
•Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
•Developed, implemented and monitored programs to maximize customer Satisfaction.
•Managed and mentored new customer service representatives.
•Perform side by side training of new employees, along with monthly monitoring.
•Assist representatives with escalated customer service calls and questions.
•Generate daily reports to immediate DGM .
•Publish daily productivity report for the team and give the feedback on improvement areas.
•Process / Finance Audit , Reconciliation Audits .
•Coordination with Legal Team  ( Preparing RCA and strategies against Legal Cases )

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Taking service standards to next level and keep focusing on upgradation of services in order to achieve customer delight  is the difference between good and great customer experience.
What according to you makes you a good candidate for customer service or technical support job? | Keep motivating myself to learn new and all opportunity areas to met SLA .
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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