Equitas Small Finance Bank Customer Service and Operations Manager Interview Questions and Answers

Q1. Talk about yourself
Ans. 
Experienced Customer Relationship Manager with a passion for building strong client relationships and driving customer satisfaction.
• Over 5 years of experience in managing customer relationships

• Skilled in resolving customer issues and ensuring customer satisfaction

• Strong communication and interpersonal skills

• Proven track record of increasing customer retention rates

• Proficient in CRM software such as Salesforce
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Q2. How long have you been working?
Ans. 
I have been working for 5 years in customer service roles.
• 5 years of experience in customer service

• Started in entry-level customer service position and worked way up to Customer Relationship Manager

• Experience in handling customer inquiries, resolving issues, and building relationships
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Q3. Why is Staff stifaction strong .
Ans. 
Staff satisfaction is strong due to a positive work environment, effective communication, recognition of achievements, and opportunities for growth.
• Positive work environment fosters motivation and job satisfaction

• Effective communication ensures clarity and reduces misunderstandings

• Recognition of achievements boosts morale and motivation

• Opportunities for growth and development show investment in employees' future

• Support...read more
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Q1. Want you in this company.
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Q2. Why we do not How much customer handling do you do?
Ans. 
Customer handling is more about quality than quantity in building strong relationships.
• Quality of customer interactions is more important than quantity

• Focus on building strong relationships with customers rather than just handling a large volume

• Effective communication and problem-solving skills are key in customer handling

• Examples: Resolving customer complaints effectively, providing personalized service, building trus
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About microfinance knowledge

Q1. What is portfolio ?
Ans. 
A portfolio is a collection of investments owned by an individual or organization.
• A portfolio can include stocks, bonds, mutual funds, real estate, and other assets.

• Diversifying a portfolio can help reduce risk by spreading investments across different asset classes.

• Investors often review and adjust their portfolios regularly to meet their financial goals.

• Portfolio management involves selecting and monitoring investmen...read more
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Q2. What is PAR ?
Ans. 
PAR stands for Problem Action Result, a framework used in customer relationship management to address and solve customer issues.
• PAR is a structured approach to handling customer problems.

• Identify the problem (P), take appropriate action (A), and achieve a positive result (R).

• For example, a customer complaint about a product defect could be resolved by acknowledging the issue, offering a replacement, and ensuring custom
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Q1. What is About Projection & implement ?
Ans. 
Projection & implement is a process of forecasting future trends and implementing strategies to achieve desired outcomes.
• Projection involves analyzing past data and trends to predict future outcomes

• Implementation involves putting plans into action to achieve desired goals

• Examples include projecting sales growth for the next quarter and implementing marketing strategies to increase customer retention
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Q2. What is Target & achievement ?
Ans. 
Target & achievement refers to setting specific goals and working towards meeting or exceeding those goals.
• Setting specific, measurable, achievable, relevant, and time-bound targets

• Developing strategies to reach the targets

• Monitoring progress towards the targets

• Taking corrective actions if necessary to ensure targets are met or exceeded
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Online assessment test contains 25que , one subjective que ,one audio/video question

100 marks aptitude test

100 marks of reasoning test

Q1. Self introduction
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Q2. Expected salary
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Q1. Tell me about yourself
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Q2. Whats your working experience
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Q1. Why should we hire you
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Some basic Q about englisg grammer

Q1. Asking Q about custoner care
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Q2. Asking Q about what is customer care inbound outbound basic Q of interview
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