Subject: Trainer Candidate - Rajeev Ranjan
From: Rajeev Ranjan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 26 Dec 2022 10:14:38 -0500

Tech Support
Test

Name

Rajeev
Ranjan

E-mail

[email-masked]

Phone Number

(+91) 9639400677

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)

Gurgaon

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

Yes Bank

Deputy
Manager

40000

Previous Employer 1

Axis
Bank

Assistant Manager

02/08/2022

28000

Previous Employer 2

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

30 days

Please briefly
describe your work experience specifically in Quality?

I have
been working in banking industry for more than past 2 years. I handle signing on
new clients and helping them through the onboarding process. Managing client
bank accounts, including opening and closing accounts, and overseeing
transactions. Processing deposits, payments, and withdrawals. Handling other
transactions, such as writing cashier checks or money orders, when necessary.
Recommending and explaining banking services and products to clients based on
their needs. Presenting and cross-selling banking services and products to
existing and prospective clients. Collaborating with other banking professionals
to ensure high-quality client service. Resolving client queries and complaints.
Performing administrative and clerical duties, such as data entry and filing,
when necessary.

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

It was when I was in my previous organisation, I had a
colleague who struggled with the customer service component of his job. He
consistently received poor feedbacks from customers for his inability to listen
empathetically to their concerns. He often got scolding from our in line
manager. After observing this for quite sometime, I had a one-on-one
conversation with him in which he and I looked over his customer feedbacks. By
looking at his negative evaluations, he was able to identify the problem on his
own. I requested him to attend a customer service re-training workshop
recommeded him some inter personal communication seminars. I sometimes provided
him one-on-one feedback on his customer service calls for a quite long time.
After few days consistent personal feedbacks and re-training his customer
service feedbacks were improved greatly. He is now receiving regular excellent
feedbacks and appreciation on his customer feedback forms.

I would like to recall another incident in my previous organisation also. I was
working on a Friday afternoon. My in line manager had to leave the office early
for a personal emergency and wouldn't be back until Monday morning. I
received a call from a customer who wanted to know the status of his bulk forex
payments and whether he could submit a few last-minute changes. I informed the
customer that I am not aware of such conditions but I can get them an update as
soon as possible. I immediately co-ordinated with the forex team and had them
postpone the transaction till monday. I informed the customer also that payments
would be made until he could speak with my manager on Monday morning. Before
leaving the office for the weekend, I left my manager a detailed message on
whatsapp and explained the situation and requested that he should call the
customer back as soon as possible. When my manager returned to the office, he
was very grateful for my initiative because the changes were significant enough.
If the payments would have been made, it would have costed bank and customer
both a hell lot of money and labour both.

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

A good customer service is when after providing the
service when you ask the customer to give us a 5 star rating and he gives us
that. On the other hand a great customer service is that when customer is so
delighted with us that he or she gives us a 5 star rating before even asked by
us.

Good customer service often centers on delivering  what customers expect
from your company and its solutions. On the other hand a great customer service
requires that you go above and beyond customer expectations.

A good customer service is when we provide resolutions to customers
approximately in first attempt whereas a great customer service is when we
provide resolutions to EVERY customers in the first attempts only.

Being friendly with customers, knowing them by name and offering tailored
solutions are achievements for a good customer service. Whereas these are a
baseline when it comes to exceptional service.

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

I have
always been skilled at communication, which I think is a key skill set required
for this job profile. In college, I was an excellent orator and made a lot of
friends. Even though I don’t have work experience as a specific Quality
analyst, I am confident that I can learn quickly and become an asset to any
company. Besides I have been working in customer service role for more than past
2 years. I am a hard-working and a quick learner, so I am confident that I can
easily adapt to any situation. I also have a good understanding of processes, so
I am confident that I can perform well. Overall, I believe that my skills and
abilities make me well-suited for this position.

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

5