Scribd Logo
Upload

Welcome to Scribd!

  • 1 views

    Guide For Preparing For The Second Round of Interview

    Uploaded by

    abhim14100
    interview guide

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Guide For Preparing For The Second Round of Interview

    Uploaded by

    abhim14100
    1 views7 pages
    interview guide

    Original Title

    Guide for preparing for the Second Round of Interview

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    interview guide

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    1 views7 pages

    Guide For Preparing For The Second Round of Interview

    Uploaded by

    abhim14100
    interview guide

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    You are on page 1of 7

    Guide for preparing for the Second Round of Interview

    Hi there,

    Congratulations! You are selected for the next round of interview which is the
    important one.
    So, just to guide you I have prepared this pdf and you just have to go through
    everything given below to get an idea for giving your best.

    Note: - I am not asking to copy paste the same content, it's just for getting an idea,
    Afterall you are capable enough to frame things accordingly.

    Suggestion: - Take the interview as a normal conversation because he is not asking


    anything complicated, he is just checking the communication skills and knowledge
    about the industry you are applying. Must present yourself as a stable candidate
    who is going to give time to the company and industry and comfortable with shift
    and salary.
    1. General questions like - Introduction, Hobby (To check your communication
    skills)
    2. Previous experience (For checking your knowledge about the industry)
    3. Roles and responsibilities in previous organization
    4. General questions related to customer support. (For checking whether you
    are aware of the industry you are applying or not)
    5. What do you know about Teleperformance or E-commerce or Customer
    Support or Amazon? (For checking whether you are familiar with the brand
    or not)
    Important Questions to Prepare (He asked in previous interviews)

    1. What do you know about Teleperformance?


    Yes, I have heard of Teleperformance. It is a big company that helps other
    companies improve their customer experience by providing support. They have
    offices all around the world and offer services like customer service, tech support,
    and sales.

    2. Okay, so do you know for which position you are applying for?
    Yes, I am applying for the customer support associate role for an e-commerce
    process.

    3. What does customer support or customer service mean?


    Customer support or customer service means helping customers with their
    questions or problems. It involves listening to them, solving their issues, and
    making sure they are happy with the company's products or services.

    OR

    Customer service or customer support is about helping people who use a


    company's products or services. It involves answering questions, solving problems,
    and making sure customers are happy with their experience. It's like being a
    friendly guide for customers, making sure they have a good time using what the
    company offers.

    4. What is E- Commerce?
    E-commerce means electronic commerce, is the buying and selling of goods and
    services over the internet.
    It involves online stores where customers can browse products, make purchases,
    and have items delivered to their homes. E-commerce allows businesses to reach a
    wider audience and customers to shop conveniently from anywhere.
    Amazon or Flipkart are both E-Commerce platform, you can buy the products
    online and they will deliver the product at the required address.

    5. Have you ever interacted with customer support? How was your experience?
    Yes, I have interacted with customer support before. My experience was good
    because they listened to my problem and helped me solve it quickly.

    6. Tell me any incident of interaction with Customer Support?


    Example1. Sure, once I had an issue with my internet connection. I called
    customer support, and the agent was very patient and helpful. They guided me
    step-by-step to fix the problem. I liked how calm and clear they were, which made
    the process easy for me.
    Example2. Once, I ordered a product from an e-commerce website, but it arrived
    damaged. I contacted customer support, and they were very helpful. They quickly
    arranged a return and sent me a replacement. I appreciated their quick response
    and how smoothly they handled the issue.
    Example3. Once, I ordered food through a delivery app, but the order was wrong. I
    contacted customer support, and they were very helpful. They apologized for the
    mistake and sent me the correct order quickly. I appreciated their quick response
    and how they made sure I got the right food.

    Bad Experience examples: -

    Example4. I once had a bad experience with customer support from a tech
    company. I called them because my device wasn’t working, but they took a long
    time to respond and didn’t solve the problem. It was frustrating because I had to
    call multiple times and still didn’t get the help I needed.
    Example5. I once had an issue with an e-commerce order where the item was
    missing from the package. I contacted customer support, but they took a long time
    to reply and didn't resolve the issue quickly. I had to follow up several times before
    they finally addressed the problem, which was quite frustrating.

    7. If a candidate is experienced - Why did you leave your previous company?

    Suggestions: - You can share your real reason if you want to. Being real is the best
    option.

    OR
    I left my previous job because I heard a lot about Teleperformance and was
    impressed by its reputation and opportunities for growth. I believe it is a better fit
    for my career goals and would provide the kind of professional development I'm
    looking for. That's why I'm excited about the chance to join this company.

    OR (Some Examples)

    ➢ Not Getting Proper Growth: I left my previous company because I felt that
    there were limited opportunities for professional growth and advancement. I
    wanted to find a role where I could continue to develop my skills and move
    forward in my career.
    ➢ Want to Explore: I decided to leave my previous job because I wanted to
    explore new industries and roles. I was looking for a position that offered
    different challenges and experiences to broaden my knowledge and skills.
    ➢ Due to Health Issue: I had to leave my previous company due to health
    issues that required me to take a step back and focus on recovery. Once I
    was better, I sought a new opportunity that better aligned with my career
    goals and personal needs.
    ➢ Given Enough Time: I left my previous company after giving it considerable
    time. I felt that I had achieved what I could in that role and was ready for
    new challenges and growth opportunities that could better match my career
    aspirations.
    ➢ Need Growth: I left my previous job because I felt I have given enough time
    and wasn’t seeing the growth I hoped for. I wanted to move to a new role
    where I could continue to learn and advance my career.
    ➢ Needed Leaves Because of Exam: I had to leave my previous position
    because I needed to take time off for important exams. Once I completed my
    exams, I decided to look for a new role that offered better work-life balance
    and aligned with my long-term career goals.

    8. What was your role and responsibilities in previous organization?

    Suggestions: - You can share the information about your real experience or if you
    are fresher directly mention that you are a fresher. No issue with that.
    OR (Just a sample, if relevant)

    Sample: In my previous role, I handled customer inquiries and issues through


    various channels like phone, email, and chat. My responsibilities included resolving
    complaints, providing product information, and ensuring a positive customer
    experience. I also worked on troubleshooting problems and escalating issues to
    the appropriate departments when needed.

    9. What do you mean by empathy and sympathy?


    Empathy: Empathy means understanding and sharing the feelings, thoughts, and
    experiences of others. It's about being able to put yourself in someone else's shoes
    and see things from their perspective, which helps you connect with and support
    them better.
    Sympathy: Sympathy is feeling compassion or sorrow - for the trouble someone
    else is experiencing.
    -------------------------------------------

    General Questions which he might ask: -

    1. What is Customer Experience?


    Customer experience is how customers feel about their whole journey with a
    company, from the first time they hear about it to after they buy something. It's
    about making sure every interaction with the company is positive and leaves the
    customer happy. It's like making sure every step of their journey, from finding the
    company to buying something, is smooth and enjoyable.
    In simple words - Customer experience is how customers feel about their
    interactions with a company. It's about making them happy and satisfied at every
    step.

    2. What is repo building?


    "Repo building" likely refers to "building reputation" or "reputation building." It
    means creating a good image for a company so that people trust and like it. It
    involves things like providing excellent customer service, delivering quality
    products or services, and being honest and transparent in business dealings.
    Reputation building is important because it helps a company attract more
    customers and retain existing ones.
    In simple words - Reputation building means creating a good image for the
    company so that people trust and like it.

    3. Suppose you promised the customer that you will call him at 10 pm but you
    missed to call him or team has missed to call then how will you make sure that
    his sentiments are not hurt when you connect him next time?
    To ensure the customer's sentiments are not hurt when reconnecting, I would
    apologize sincerely for the miss and take ownership of the mistake.
    I would acknowledge the inconvenience caused and assure them that it was not
    intentional.
    Additionally, I would explain the reason for the miss happened from team, if
    applicable and as a goodwill gesture I might offer a discount on their next
    purchase.

    4. Suppose interviewer asks about how to take calls or anything related to that
    always remember to mention in the below series:-
    Introduce - My name is Rajat, I will be assisting you. How may I help you?
    Issue – Customer/ Interviewer speaks his issue
    Apology - Sorry for the inconvenience
    Empathy/ Sympathy - I understand the problem you are facing and I will try my
    best to help you out
    Resolution - Give the customer a solution of that problem according to you
    because you don’t know the policies for now.
    Goodwill gesture - Offering a coupon or discount as a goodwill gesture
    Closing the call - Thanks for choosing us. I am happy to serve you.

    8. How will you handle a frustrated customer?


    Listen attentively, apologize genuinely, take ownership of the issue, offer
    solutions, and follow up to ensure satisfaction.
    This PDF is intended solely for helping in preparation for the interview.

    IMP - Please do not keep this pdf open or read directly from this PDF during your
    interview, as doing so may cause issues or interviewer can doubt that you are
    reading from somewhere.

    IMP - Make sure to prepare thoroughly from the pdf before appearing for the
    interview.

    NO NEED TO MENTION ABOUT THIS PDF ANYWHERE.

    ALL THE BEST!


    Rajat Tiwari
    +917607379007
    HR Lead

    You might also like