IMPACT Infotech Engineer- Customer Support Interview Questions and Answers

Q1. What is the critical situation u faced in work
Ans. 
Dealing with an irate customer who was dissatisfied with our service
• Customer was upset due to a billing error

• Stayed calm and empathized with the customer

• Listened to their concerns and offered a solution

• Followed up to ensure the issue was resolved
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Q2. Your strength and your weakness
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Q1. Experience details
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Knowledge based on the Grammar

Q1. Manager Round for final interview selection
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Q1. About the working experience
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Q1. How can you customer problem handling
Ans. 
Customer problem handling involves active listening, empathy, problem-solving skills, and effective communication.
• Active listening to understand the customer's issue

• Show empathy towards the customer's situation

• Use problem-solving skills to find a solution

• Communicate effectively with the customer throughout the process
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Q2. How can customer evry problem solve
Ans. 
Customer problems can be solved by actively listening, empathizing, finding solutions, and following up.
• Listen actively to understand the issue

• Empathize with the customer's frustration

• Find a suitable solution to resolve the problem

• Follow up with the customer to ensure satisfaction

• Provide clear communication throughout the process
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Q3. How do you handle an angry customer?
Ans. 
I listen to their concerns, empathize with them, apologize for the inconvenience, and work towards finding a solution.
• Listen actively to understand the customer's issue

• Empathize with the customer's frustration

• Apologize for any inconvenience caused

• Offer a solution or escalate the issue to a supervisor if necessary
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Q1. Tell me about your experience with customers
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Q2. Do you know how to use office?
Ans. 
Yes, I am proficient in using Microsoft Office suite including Word, Excel, PowerPoint, and Outlook.
• I am comfortable with creating and editing documents in Word.

• I can create and manage spreadsheets in Excel.

• I can create and deliver presentations using PowerPoint.

• I am familiar with managing emails and calendars in Outlook.

• I can use advanced features like mail merge, pivot tables, and charts in Excel.

• I am comfortable wit
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Q3. Have you ever worked in team?
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Q1. Self introduction, Basic logical question
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Q1. What is customer service Kpi Kra
Ans. 
Customer service KPIs and KRA are key performance indicators and key result areas used to measure and evaluate the effectiveness of customer service operations.
• Customer service KPIs are quantifiable metrics used to measure the performance of customer service operations, such as response time, customer satisfaction scores, and resolution rates.

• Customer service KRAs are specific areas of focus or goals that customer serv...read more
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