Agoda Customer experience Specialist Interview Questions, Process, and Tips

Q1. Tell me about yourself?
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Q2. Why do you want to work in Customer Support?
Ans. 
I am passionate about helping others and believe that exceptional customer support is key to a positive experience.
• I enjoy problem-solving and find satisfaction in resolving customer issues effectively.

• My previous experience in retail taught me the importance of empathy and active listening.

• I believe that every interaction is an opportunity to build trust and loyalty with customers.

• I am motivated by the challenge of tu
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Q3. Why are you planning to leave your current job?
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Q4. What are your KPI's in current job?
Ans. 
My KPIs focus on customer satisfaction, response time, and resolution rates to enhance overall customer experience.
• Customer Satisfaction Score (CSAT): Measured through post-interaction surveys, aiming for a score above 90%.

• Net Promoter Score (NPS): Tracking customer loyalty and likelihood to recommend our services, targeting a score of 50 or higher.

• First Response Time: Ensuring initial customer inquiries are addressed ...read more
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Q5. Tell me a difficult situation you had to face with customer
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Q6. Tell me a challenging situation where you worked with your team to resolve this
Ans. 
Faced a high volume of customer complaints, we collaborated to streamline our response process and improve satisfaction.
• Identified the issue: A sudden spike in complaints about delayed orders due to supply chain disruptions.

• Organized a team meeting to brainstorm solutions, encouraging open communication and idea sharing.

• Developed a tiered response system to prioritize urgent complaints, ensuring timely resolutions.

• Impl...read more
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Q7. What is your expected CTC? Notice Period?
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I expect a competitive CTC based on my skills and experience, with a notice period of two weeks.
• My expected CTC is aligned with industry standards for a Customer Experience Specialist role.

• For example, based on my research, a range of $50,000 to $60,000 is typical for this position.

• I am flexible and open to discussing the compensation package further.

• Regarding my notice period, I can start in two weeks, allowing for a
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Q8. What do you know about Agoda? Why do you want to join Agoda?
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Agoda is a leading online travel agency specializing in hotel bookings and travel services worldwide.
• Agoda offers a wide range of accommodations, from budget hotels to luxury resorts, catering to diverse traveler needs.

• The platform is known for its user-friendly interface, making it easy for customers to search and book their ideal stay.

• Agoda frequently provides competitive pricing and exclusive deals, ensuring custome...read more
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Q9. Are you comfortable working from office on all days? Relocation? Basic HR Questions.
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Q1. Pre-screeing round of 15 minutes, introduction, experience details etc
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Email writing assignment, scenario will be provided and we need to write an email response based on that within 20 minutes.

Q1. Interview conducted by Team Manager, Introduction experiences, strength and weaknesses, likes and dislikes
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Q2. Explain about your weakness
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Q3. If customer is angry how will you handle them?
Ans. 
I would listen to their concerns, empathize with them, apologize for any inconvenience, and work towards finding a solution to address their issue.
• Listen actively to understand the root cause of their anger

• Empathize with their situation and show genuine concern

• Apologize for any inconvenience caused, even if it wasn't directly your fault

• Work towards finding a solution to address their issue and ensure they leave satisfi
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Q4. Did you achieve your KPIs al the time?
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Q5. Did you add any new techniques to enhance your task and was it beneficial?
Ans. 
Yes, I implemented a new feedback system to gather customer insights.
• Implemented a new feedback system to gather customer insights

• Utilized customer surveys and feedback forms

• Analyzed feedback data to identify areas for improvement

• Implemented changes based on customer feedback

• Saw an increase in customer satisfaction and loyalty
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Q6. How will you deal when a customer is asking you about a specific concern and you don't know how to answer?
Ans. 
I would apologize for not having the answer immediately and assure the customer that I will find the information and get back to them promptly.
• Apologize for not having the answer

• Assure the customer that you will find the information and get back to them promptly

• Offer to escalate the issue to a supervisor or colleague if necessary
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Q7. Role Play - A scenario will be given and you need to pretend to be in call with customer to resolve there cocern.
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