20+ Customer Support Associate Interview Questions and Answers for Freshers

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

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.

Quick learner refers to the ability to grasp new information, skills, or concepts rapidly and effectively.

• Quickly understanding and applying new information

• Adapting to changes and challenges easily

• Being open to feedback and willing to learn from mistakes

• Seeking out opportunities for growth and development

• Examples: mastering a new software program in a short amount of time, quickly picking up on new industry trends and technologies

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

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.

• It is important for building ...read more

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

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

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

Handling irritated customers requires active listening, empathy, and problem-solving skills.

• Stay calm and composed

• Listen actively and empathize with the customer's concerns

• Apologize for any inconvenience caused

• Offer a solution or alternative options

• Seek assistance from a supervisor if necessary

• Follow up with the customer to ensure satisfaction

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

No, I don't have any queries at the moment.

• I feel confident in my understanding of the role and responsibilities.

• If I do have any questions in the future, I will not hesitate to ask.

• Thank you for asking.

E-common website is an online platform for electronic commerce where users can buy and sell products and services.

• E-common website allows users to create accounts and list items for sale

• Users can browse and purchase items from other sellers on the platform

• The website may offer features such as secure payment options and customer reviews

• Examples of e-common websites include Amazon, eBay, and Etsy

KPI's were used to measure performance and track progress in customer support.

• KPI's (Key Performance Indicators) were likely used to measure metrics such as response time, customer satisfaction, first call resolution rate, etc.

• They help track progress towards goals and identify areas for improvement.

• Examples of KPI's in customer support include average resolution time, customer retention rate, and Net Promoter Score (NPS).

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 to outsource these tasks to save costs and improve efficiency.

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

• Examples of BPO companies include Accenture, Convergys, and Teleperformance.

The assessment is named 'Customer Support Associate'.

• The assessment will likely focus on evaluating your skills and experience in customer service.

• Prepare to discuss your communication skills, problem-solving abilities, and ability to handle difficult customers.

• Be ready to provide examples of past experiences in customer support roles.

• Demonstrate your knowledge of customer service best practices and techniques.

• Showcase your ability to work well in a team and handle high-press...read more