Tech Mahindra Senior Customer Service Representative Interview Questions and Answers

Q1. About yourself Past experience
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Q1. Customer handling skills
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Q1. HR Asked about your experience and your Introduction. Basically they check our communication skills.
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Email Writing and Aptitute test.

Q1. This is a Manager round, He will ask your Introduction and your experience.
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Q1. Tell me about your past company experience
Ans. 
I have over 5 years of experience in customer service at a telecommunications company.
• Managed a team of customer service representatives to ensure high levels of customer satisfaction

• Resolved complex customer issues and escalated complaints to appropriate departments

• Implemented new customer service strategies to improve efficiency and response times
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Q2. Previous company job role and responsibilities
Ans. 
I was a Customer Service Representative at XYZ Company, responsible for handling customer inquiries, resolving complaints, and providing product information.
• Handled incoming customer calls and emails

• Resolved customer complaints in a timely and professional manner

• Provided product information and assistance to customers

• Processed returns and exchanges

• Maintained customer records and updated information in the system
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Q1. HR asked me about my past experiences and desired salary
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There were number of question in apptitude test based on different case study.

Q1. One on one round with operation manager
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Q1. Best question was asked by hr that was have you ever faced critical time while working with last organization
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Q2. Why do you want to join only this organization
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Q3. What is your strength and weakness and directive it
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Listening hearing ability check

Q1. Spoken english check, conversation check
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Q2. Tell us about about what you did yesterday?
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Q1. Tell us about yourself? Why hcl?
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Assignment is very much tough and versant test is there

Q1. Metrics in bpo which there is kpi Score card
Ans. 
Metrics in BPO are key performance indicators (KPIs) used to measure the performance of customer service representatives.
• KPI Scorecard is a tool used to track and measure the performance of customer service representatives in a BPO setting.

• Common metrics in BPO include average handling time, first call resolution rate, customer satisfaction score, and call abandonment rate.

• KPI Scorecard helps in identifying areas of im...read more
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Check your listings knowledge via robotic phone call

Q1. Need to talk fluently in English
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