Fusion CX Customer Care Executive Interview Questions and Answers

BPO stands for Business Process Outsourcing.

• BPO is the practice of contracting specific business processes to a third-party service provider.

• It involves outsourcing non-core activities to focus on core competencies.

• BPO services can include customer support, technical support, data entry, and more.

• Companies often outsource BPO services to reduce costs and improve efficiency.

• Examples of BPO companies include Accenture, Genpact, and Infosys.

Yes, I have a laptop with a broadband connection. I am familiar with systems and comfortable with rotational shifts.

• I have a laptop with a broadband connection

• I am familiar with systems

• I am comfortable with rotational shifts

Yes, I am comfortable solving customer queries over email or phone.

• I have experience in handling customer queries through both email and phone.

• I am proficient in written communication for email queries.

• I am confident in my ability to effectively communicate over the phone to resolve customer issues.

• I understand the importance of providing timely and accurate responses to customers.

• I am adaptable and can switch between email and phone communication based on the customer's pref...read more

B2B, B2C, and C2C are business models that describe different types of transactions between businesses and consumers.

• B2B (Business-to-Business) refers to transactions between two businesses, where one business sells products or services to another business.

• B2C (Business-to-Consumer) refers to transactions between a business and individual consumers, where the business sells products or services directly to the end-users.

• C2C (Consumer-to-Consumer) refers to transactions betwee...read more

E-commerce refers to the buying and selling of goods and services over the internet.

• E-commerce involves online transactions between businesses, consumers, or both.

• It eliminates the need for physical stores and allows customers to shop from anywhere at any time.

• Popular e-commerce platforms include Amazon, eBay, and Alibaba.

• It offers a wide range of products and services, including clothing, electronics, travel bookings, and digital downloads.

• E-commerce often involves secure on...read more

I prioritize competing demands based on urgency and impact on customer satisfaction.

• Assess the urgency of each demand and prioritize accordingly

• Consider the impact on customer satisfaction and prioritize high-impact issues

• Communicate with customers to manage expectations and provide updates

• Collaborate with team members to address multiple demands simultaneously

• Use a ticketing system or other tools to track and manage customer requests

• Provide timely and effective solutions to ...read more

The importance of customer care in today's business world

• Customer care is crucial for building brand loyalty and customer retention

• Effective communication and problem-solving skills are essential for customer care executives

• Personalization and empathy can go a long way in creating a positive customer experience

• Technology can enhance customer care, but human touch is still important

• Negative customer experiences can have a significant impact on a business's reputation and botto...read more

Customer service is the assistance and support provided to customers before, during, and after a purchase.

• Customer service involves addressing customer inquiries, resolving issues, and providing guidance.

• It includes maintaining a positive and helpful attitude towards customers.

• Examples of customer service include answering phone calls, responding to emails, and assisting customers in person.

• Good customer service can lead to customer satisfaction, loyalty, and repeat business.