Accenture Customer Support Executive Interview Questions and Answers

Q1. SLAs of chat process
Ans. 
SLAs in chat processes define response times and resolution expectations for customer support interactions.
• SLAs typically include response time, e.g., initial response within 2 minutes.

• Resolution time is also defined, such as resolving issues within 24 hours.

• Different priority levels may exist, e.g., critical issues resolved in 1 hour.

• Monitoring and reporting on SLA adherence is crucial for performance evaluation.

• Examp...read more
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Q2. What platform you use
Ans. 
I utilize various platforms for customer support, including CRM systems, communication tools, and ticketing software to enhance service delivery.
• CRM Systems: I use platforms like Salesforce or Zendesk to manage customer interactions and data efficiently.

• Communication Tools: Tools like Slack or Microsoft Teams facilitate real-time communication with team members and customers.

• Ticketing Software: I rely on systems like F...read more
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It was bad, its terrible company

Q1. Worst company and worst HR
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Q1. Most fake company and fake, horrible interview experience
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Most third class job

Q1. Waste of time, horrible
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Q1. How can you handle customer who angry
Ans. 
Listen to their concerns, empathize with them, offer solutions, and follow up to ensure satisfaction.
• Listen actively to understand their concerns

• Empathize with their emotions and show understanding

• Apologize for any inconvenience caused

• Offer solutions to address their issues

• Follow up to ensure their satisfaction
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Q2. How can you handle and escalation call
Ans. 
Handle escalation calls by remaining calm, listening actively, empathizing with the customer, offering solutions, and escalating to a supervisor if necessary.
• Remain calm and composed throughout the call

• Listen actively to the customer's concerns and show empathy

• Offer solutions or alternatives to address the issue

• If unable to resolve, escalate the call to a supervisor or higher authority

• Follow up with the customer to ens...read more
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Q1. Tell me about yourself
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Q2. Are you comfortable working rotational shifts
Ans. 
Yes, I am comfortable working rotational shifts as I understand their importance in providing continuous customer support.
• I have previously worked in roles that required flexibility in scheduling, which helped me adapt to different shifts.

• I believe that working in rotational shifts can enhance teamwork and collaboration among colleagues.

• I am aware that customer support is crucial at all hours, and I am committed to ens...read more
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Q3. We will not be providing any leaves for the next six months are you comfortable with that?
Ans. 
I understand the importance of commitment and can adapt to the no-leave policy for the next six months to support the team.
• Commitment to Role: I am dedicated to my responsibilities and understand that sometimes flexibility is required for the team's success.

• Team Support: I believe that being present during critical periods helps in building a stronger team dynamic and ensures smooth operations.

• Planning Ahead: I can man...read more
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