30+ Tech Mahindra Customer Support Associate Interview Questions and Answers

To tackle a customer in real-time scenario, active listening, empathy, and problem-solving skills are crucial.

• Listen actively to the customer's concerns and acknowledge their emotions

• Show empathy and understanding towards their situation

• Offer solutions or alternatives to resolve their issue

• Remain calm and professional, even in difficult situations

• Follow up with the customer to ensure their satisfaction

• Provide clear and concise communication throughout the interaction

Handling irate customers and understanding emotions

• Listen actively and empathize with the customer's situation

• Apologize for the inconvenience caused and assure them of a solution

• Offer a solution or escalate the issue to a higher authority if necessary

• Understand that emotions are subjective and can vary from person to person

• Emotions are a natural response to a situation and should be acknowledged and respected

I would listen to their concerns, empathize with their situation, and offer a solution to their problem.

• Remain calm and professional

• Listen actively to the customer's concerns

• Empathize with their situation and apologize for any inconvenience

• Offer a solution to their problem, and if necessary, escalate the issue to a supervisor

• Follow up with the customer to ensure their satisfaction

Cricket is a popular sport played worldwide with a rich history and diverse culture.

• Cricket originated in England in the 16th century and has since spread to many countries.

• It is a bat-and-ball game played between two teams of eleven players each.

• The objective is to score more runs than the opposing team while taking turns to bat and bowl.

• Cricket has many formats including Test, One Day International, and Twenty20.

• India is one of the biggest cricket-playing nations and has a ...read more

Child labour is a prevalent issue in India.

• India has the highest number of child labourers in the world.

• Children are often forced to work in hazardous conditions.

• Lack of education and poverty are major factors contributing to child labour.

• The Indian government has implemented laws to combat child labour, but enforcement is weak.

• Industries such as textiles, agriculture, and mining are known to employ child labourers.

Empathy is feeling what someone else is feeling, while sympathy is feeling sorry for someone else's feelings.

• Empathy is putting yourself in someone else's shoes and experiencing their emotions

• Sympathy is acknowledging someone else's emotions and feeling sorry for them

• Empathy is more active and involves understanding and sharing the emotions of others

• Sympathy is more passive and involves acknowledging the emotions of others

• Example: Empathy is feeling sad when your friend is go...read more

Poverty is a major issue in India with a large percentage of the population living below the poverty line.

• India has a poverty rate of around 21.9% as of 2020

• Poverty is more prevalent in rural areas than in urban areas

• Lack of access to education, healthcare, and basic amenities contribute to the poverty situation

• Government initiatives like the National Rural Employment Guarantee Act (NREGA) and Pradhan Mantri Jan Dhan Yojana (PMJDY) aim to alleviate poverty

Listen actively, empathize, apologize, offer a solution, and follow up.

• Stay calm and professional

• Listen actively and let the customer vent

• Empathize with their situation and apologize for any inconvenience

• Offer a solution or options to resolve the issue

• Follow up to ensure the customer is satisfied

• Examples: offer a refund, replacement, or discount

• Examples: escalate to a supervisor if necessary

Online shopping is convenient and offers a wider range of products, while offline shopping allows for physical inspection and immediate gratification.

• Online shopping can be done from anywhere with an internet connection.

• Offline shopping allows for physical inspection of products before purchase.

• Online shopping offers a wider range of products and often better prices.

• Offline shopping allows for immediate gratification and eliminates shipping time.

• Online shopping may require ad...read more

Customer support involves assisting customers with their inquiries, issues, and concerns to ensure a positive experience.

• Providing timely and accurate responses to customer inquiries

• Resolving customer issues and complaints effectively

• Offering product or service recommendations based on customer needs

• Maintaining a positive and professional attitude at all times

• Utilizing various communication channels such as phone, email, and chat

• Documenting customer interactions and feedback ...read more

CX care executive is a customer support professional who provides assistance and resolves issues related to customer experience.

• CX care executive is responsible for ensuring customer satisfaction and loyalty.

• They handle customer queries, complaints, and feedback through various channels like phone, email, chat, etc.

• They work towards improving the overall customer experience by identifying areas of improvement and suggesting solutions.

• Examples of CX care executives include cus...read more

AI stands for Artificial Intelligence, which involves the development of computer systems that can perform tasks that typically require human intelligence.

• AI is a branch of computer science that aims to create intelligent machines capable of learning and problem-solving.

• Machine learning is a subset of AI that involves training algorithms to learn from data and make predictions or decisions.

• Smart home devices use AI and machine learning to automate tasks and improve efficiency...read more

My typing speed is 70 words per minute and I am fluent in English.

• Typing speed: 70 words per minute

• Fluency in English: Fluent

• Experience in customer support roles requiring strong typing and language skills

Customer support refers to providing assistance and guidance to customers before, during, and after a purchase.

• Assisting customers with product inquiries and issues

• Resolving customer complaints and concerns

• Providing technical support for products or services

• Offering guidance on product usage and troubleshooting

• Ensuring customer satisfaction and retention

Networking basics include understanding routers, which are devices that forward data packets between computer networks.

• Routers are networking devices that connect multiple computer networks together.

• They use routing tables to determine the best path for data packets to travel.

• Routers operate at the network layer (Layer 3) of the OSI model.

• They can be used to create local area networks (LANs) or wide area networks (WANs).

Customer service involves providing assistance and support to customers before, during, and after a purchase.

• Customer service is about meeting the needs and expectations of customers.

• It involves effective communication, problem-solving, and empathy.

• Examples include resolving customer complaints, answering inquiries, and providing product information.

• Customer service can be provided through various channels such as phone, email, chat, or in-person.

• Building strong relationships...read more

E-commerce refers to buying and selling goods or services online.

• E-commerce involves online transactions between businesses and consumers.

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

• E-commerce allows for convenient shopping from anywhere with an internet connection.

• Payment methods in e-commerce include credit/debit cards, digital wallets, and bank transfers.

Translation of the question into Hindi and Marathi

• Translate the question into Hindi and Marathi

• Ensure accuracy and clarity in translation

• Use appropriate language and cultural context

Fibre optics offer faster and more reliable data transmission compared to old copper wires.

• Fibre optics use light signals to transmit data, resulting in faster speeds and less signal degradation over long distances.

• Old copper wires use electrical signals, which can be affected by interference and distance limitations.

• Fibre optics are commonly used in high-speed internet connections and telecommunications networks.

• Copper wires are still used in some areas where fibre optic inf...read more

To handle an irritated customer, listen actively, empathize, apologize, offer a solution, and follow up.

• Listen actively to the customer's concerns without interrupting.

• Empathize with the customer's frustration and acknowledge their feelings.

• Apologize sincerely for any inconvenience caused.

• Offer a solution or options to resolve the issue.

• Follow up with the customer to ensure their satisfaction.

Google Assistant is a virtual assistant developed by Google that can engage in two-way conversations, answer questions, make recommendations, and perform tasks.

• Google Assistant is available on various devices such as smartphones, smart speakers, and smart displays.

• It can help users with tasks like setting reminders, sending messages, playing music, and controlling smart home devices.

• Google Assistant uses artificial intelligence and natural language processing to understand an...read more

Inbound refers to receiving communication or requests from customers, while outbound refers to initiating communication or reaching out to customers.

• Inbound involves responding to customer inquiries, complaints, or requests for assistance.

• Outbound involves making proactive calls or sending messages to customers for various purposes such as sales, surveys, or follow-ups.

• Examples: Inbound - answering customer calls; Outbound - cold calling potential leads.

I scored a 75 on the Versant test.

• My Versant test score is 75.

• I performed well on the Versant test with a score of 75.

• I achieved a score of 75 on the Versant test.

• My Versant test score is above average at 75.

BPO stands for Business Process Outsourcing, where companies hire third-party service providers to handle specific business processes.

• BPO companies provide services such as customer support, technical support, sales, and back-office operations.

• Outsourcing to BPO companies can help businesses save costs and focus on core activities.

• Popular BPO destinations include India, the Philippines, and Eastern Europe.

• Examples of BPO companies include Teleperformance, Convergys, and Accen...read more

Customer Support Associate is a professional who provides assistance and guidance to customers regarding products or services.

• Provides assistance to customers via phone, email, or chat

• Resolves customer complaints and issues in a timely manner

• Maintains a positive and helpful attitude towards customers

• Possesses strong communication and problem-solving skills

• May involve upselling or cross-selling products or services

• Examples: Amazon customer support, AppleCare support

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

• Customer service involves actively listening to customers and addressing their concerns or needs.

• It is important to be patient, empathetic, and courteous when dealing with customers.

• Effective communication and problem-solving skills are essential in providing quality customer service.

• Examples of good customer service include resolving issues promptly, offering per...read more

To support customers, I would provide prompt and helpful assistance through various channels.

• Respond to customer inquiries and resolve issues in a timely manner

• Listen actively and empathetically to understand customer concerns

• Offer clear and concise explanations or instructions

• Provide personalized solutions based on customer needs

• Ensure customer satisfaction by following up on resolved cases

• Maintain a positive and professional attitude throughout interactions

Internet is a global network of interconnected computers and devices that allows communication and sharing of information.

• The Internet is a network of networks, connecting billions of devices worldwide.

• It allows for communication through email, messaging, video calls, etc.

• The Internet enables access to a vast amount of information through websites, search engines, and online databases.

• It supports various services like online shopping, social media, streaming services, etc.

Empathy is understanding and sharing the feelings of others, while sympathy is feeling compassion or pity for others.

• Empathy is the ability to put oneself in someone else's shoes and understand their emotions.

• Sympathy is feeling sorry for someone or showing compassion towards their situation.

• Empathy involves actively listening and validating someone's feelings.

• Sympathy often involves offering comfort or support to someone in need.

• Empathy focuses on understanding, while sympat...read more

Amazon is a multinational technology company that focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence.

• Founded by Jeff Bezos in 1994 as an online bookstore

• Expanded to sell a wide variety of products and services

• Offers Amazon Prime subscription service for fast shipping and streaming content

• Provides cloud computing services through Amazon Web Services (AWS)

The complete effect of work is the overall impact it has on the company, customers, and employees.

• Work should positively impact the company's bottom line

• Work should improve customer satisfaction and loyalty

• Work should create a positive work environment for employees

• Work should contribute to the company's overall mission and goals

BPO stands for Business Process Outsourcing, where a company contracts out specific business tasks to a third-party provider.

• BPO involves outsourcing non-core business functions such as customer support, data entry, and payroll processing.

• Companies often choose BPO to reduce costs, improve efficiency, and focus on their core competencies.

• Popular BPO destinations include India, the Philippines, and Eastern Europe.

• Examples of BPO companies include Accenture, Convergys, and Genp...read more