Subject: Trainer Candidate - Ravi Gautam
From: Ravi Gautam <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 15 Nov 2021 23:52:01 -0500

Tech Support
Test

Name

Ravi
Gautam

E-mail

[email-masked]

Phone Number

(0129) 7838991013

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)

FARIDABAD

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

HCL

Senior specialist

Na

56000

Previous
Employer 1

British Telecom

Service desk analyst

21 sept
2020

47000

Previous Employer 2

Dell Technology

Technical
support analyst

7 Jan 2018

30000

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

90 days

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

While working in BT, BT acquired EE in UK. All the support got
shifted to our team without any knowledge base. Supporting was extremely
difficult. Creating the new knowledge base and transferring knowledge to new
employees and making sure that they meet the quality standard was one of the
most difficult situation

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

Resolution of customer query is good service. However creating a
bond with customer can really take it to the next level. Simple question like
how the day is going on for customer or how is feeling today can really help in
creating a strong bond. Also making sure to thanking user everything they
provide any information. Usage of courteous words. Prompt response to user
query. Quick resolution. Be humble etc are some more points which can lead to a
great customer service experience

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

My whole
experience where I have spoken to users all over the globe like America, UK,
Asia. Have great understanding of the nature of user and what makes them happy
and what mistakes could make the situation worse. Also have good skillset to
de-escalate any irate user.

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

5