iQor Global Services Interview Questions and Answers

Q1. Could you provide a brief introduction about yourself?
Ans. 
Experienced customer support associate with strong communication skills and a passion for helping customers.
• Over 5 years of experience in customer support roles

• Excellent communication skills, both written and verbal

• Proven track record of resolving customer issues efficiently

• Passionate about providing top-notch customer service

• Familiar with CRM systems and ticketing platforms
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You were assigned to write an essay on a specific topic.

Q1. Tell me about yourself
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Q2. What is cSat
Ans. 
cSat, or customer satisfaction, measures how products or services meet customer expectations.
• cSat is typically measured through surveys asking customers to rate their satisfaction.

• A common scale used is 1-5 or 1-10, where higher scores indicate greater satisfaction.

• For example, a company may ask, 'How satisfied are you with our service?'

• cSat scores help businesses identify areas for improvement and enhance customer loy...read more
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Q3. Whybyou want to join
Ans. 
I want to join because I am passionate about contributing to impactful projects and growing within a dynamic team environment.
• Passion for Impact: I am eager to work on projects that make a difference, such as developing solutions that improve client outcomes.

• Career Growth: Joining your organization offers opportunities for professional development, such as mentorship programs and training workshops.

• Collaborative Enviro...read more
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Q1. Can you please introduce yourself?
Ans. 
Experienced Senior Agent with a strong background in client relations, problem-solving, and team leadership in dynamic environments.
• Over 10 years of experience in client management, ensuring high satisfaction rates.

• Led a team of 5 agents, improving performance metrics by 30% through effective training.

• Skilled in conflict resolution, successfully mediating disputes to maintain client relationships.

• Proficient in using CR...read more
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Q2. Are you comfortable working in rotational shifts?
Ans. 
I am comfortable with rotational shifts, as they enhance flexibility and adaptability in a dynamic work environment.
• I have previously worked in roles that required shift work, such as in customer service, where I adapted to varying schedules.

• Rotational shifts allow for a diverse work experience, enabling me to collaborate with different teams at various times.

• I understand the importance of maintaining work-life balance...read more
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Q1. About your self
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Q1. About job discription
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Q1. About the rules of the company
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Q1. What is your understanding of customer service, and can you describe an instance when you utilized customer service for a concern? How did they assist you?
Ans. 
Customer service involves assisting customers with their needs and resolving issues to enhance their experience and satisfaction.
• Active Listening: Understanding customer concerns by listening attentively, ensuring they feel heard and valued.

• Empathy: Demonstrating genuine care for the customer's situation, which helps build rapport and trust.

• Problem-Solving: Quickly identifying solutions to customer issues, such as offe...read more
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Q2. Difference between empathy and sympathy.
Ans. 
Empathy involves understanding others' feelings, while sympathy is feeling pity or sorrow for someone else's situation.
• Understanding vs. Feeling: Empathy means putting yourself in someone else's shoes to understand their emotions, while sympathy is feeling compassion for their situation.

• Emotional Connection: Empathy creates a deeper emotional connection, as in comforting a friend who lost a pet by sharing their grief, ...read more
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Q3. How to handle the irritate or aggressive customer over the chat?
Ans. 
Handling irritated customers over chat requires empathy, patience, and effective communication to resolve their issues calmly.
• Stay Calm: Maintain a composed demeanor to avoid escalating the situation. For example, if a customer is upset about a delayed order, respond with understanding.

• Acknowledge Their Feelings: Use phrases like 'I understand how frustrating this must be for you' to validate their emotions and show em...read more
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Q1. Can you provide details about your most recent work experience?
Ans. 
In my recent role, I led a team to enhance customer engagement through innovative strategies and data-driven insights.
• Managed a team of 10 agents, focusing on improving customer satisfaction scores by 20%.

• Implemented a new CRM system that streamlined communication and increased efficiency by 30%.

• Conducted weekly training sessions to enhance team skills in conflict resolution and product knowledge.

• Analyzed customer feed...read more
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Q2. How can one effectively manage interactions with critical customers?
Ans. 
Effectively managing interactions with critical customers requires empathy, active listening, and proactive problem-solving.
• Practice active listening: Ensure customers feel heard by summarizing their concerns before responding.

• Empathize with their situation: Use phrases like 'I understand how frustrating this must be for you' to build rapport.

• Stay calm and composed: Maintain professionalism even if the customer is upse...read more
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Q1. Mobile hardware jio phone
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Q2. Mobile software jio phone
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Q3. Mobile hardware and software
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Q1. Power CPU change
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Q2. QC fass handset okay
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