Subject: Trainer Candidate - Karan Kalra
From: Karan Kalra <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 22 Jul 2021 11:25:32 -0400

Tech Support
Test

Name

Karan
Kalra

E-mail

[email-masked]

Phone Number

(+91) 9958270743

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 (Tilak
Nagar)

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

IT By Design

Customer Service Manager

March 2018

68000

Previous Employer 1

HCL TECHNOLOGIES

Customer
Service Lead

November 2017

47000

Previous Employer 2

CSC India

Team
Lead

October 2014

37000

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

I can join
immediately

Please briefly describe your work experience
specifically in training?

I have around 5+ years of
experience in Customer Service and providing training sessions.

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.

There have been a scenario
happened with while working as a Team Manager that the score card for my team
was going "Red". Then I worked on the situation and identified the areas where
improvement needs to be done and best practices need to be followed by engaging
with my team through one to one sessions and also doing team hurdles on regular
intervals. Also, in order to motivate the team I introduced a sort of contest
"Best Team Member of the team" and I used to monitor my team on all parameters
closely and in order to provide best customer service. I encouraged team to put
yourself in customer shoes.

Also, I introduced daily review call to discuss any high priority issue in last
24 hours and what actions have been taken to mitigate it.

As a result, the parameters came in a correct manner and I was able to meet the
project as well as customer requirements by providing best customer service
practice.

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

Good
customer service is to provide the information required by the customer and to
satisfy him while a Great customer service is to make him feel so much happy and
comfortable that he will never leave you and he will always be loyal with you
and will also will recommend you in his circle.

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

I will
abide all guidelines and policies of the organisation as well as the client and
also make sure that my team also follow the same.

Also, when we talk about customer service I will always take care of the phrase
"Customer is King" which will help to provide best customer service
experience.

Moreover, I use my skills and experience in taking care of all highlighted
issues by prioritising them as per customer needs.

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

4