Subject: Trainer Candidate - Rahul Sharma
From: Rahul Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 14 Mar 2023 08:44:36 -0400

Tech Support
Test

Name

Rahul
Sharma

E-mail

[email-masked]

Phone Number

(91) 9654772886

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)

Shahdara 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

Meesho.com

FOS EXECUTIVE

Working till Now

38000

Previous Employer 1

Maanya
Furniture And Decorators

E-commerce Manager

18th February
2022

34000

Previous Employer 2

Net Ambit Info
Service

Team Leader

Jan 2020

30000

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

7-10

Please briefly
describe your work experience specifically in Quality?

I Have
worked in Sony India pvt. Ltd.  as a Senior Customer Support Officer. There
I have worked as a call Auditor during September to November.

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

There is a written email.is.coming from the customer in our
support desk for  putting them on hold  and  then disconnect the
call. Which is happening more than 2 times. In that case, We have took the
details from CRM by using customer contact Number. After Checking, we found the
call was dropped due to IVR issue. And Agent didn't understand there
consern and put them on hold without taking there permission before putting on
hold and lots of other small mistakes.

Our support team respond with apology and we take the sessions for  tell
there mistakes and where she need to improve by showing the call recording to
that agent.

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

Good
customer refers the person that support you on call and understand the solution
while the Great customers, always appreciate you after resolving the Issue and
giving you a feedback.

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

As a have experience most of
do's and don't during the call. I have go through from customer
handling to call Monitoring

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

4