Globiva Senior Processing Executive Interview Questions and Answers

E-commerce refers to buying and selling goods or services online, utilizing the internet for transactions and customer interactions.

• E-commerce includes various business models like B2C (Business to Consumer), e.g., Amazon.

• It encompasses online marketplaces, such as eBay, where multiple sellers offer products.

• E-commerce platforms like Shopify enable businesses to create their own online stores.

• Digital payment systems, l...read more

I left my previous company to seek new challenges and opportunities for growth in a dynamic environment that aligns with my career goals.

• I was looking for a role that offered more opportunities for professional development.

• The company underwent restructuring, which led to changes in my job responsibilities.

• I wanted to work in a more customer-focused environment, which I believe is crucial for my career in customer serv...read more

My goals focus on personal growth, enhancing customer satisfaction, and contributing positively to the team and company.

• Develop my communication skills to better assist customers, such as attending workshops or training sessions.

• Aim for a promotion within the next two years by consistently exceeding performance metrics and taking on additional responsibilities.

• Contribute to team goals by collaborating on projects that ...read more

I am a dedicated customer service professional with a passion for helping others and a strong background in problem-solving.

• Over 3 years of experience in customer service roles, handling inquiries and resolving issues efficiently.

• Skilled in using CRM software to track customer interactions and ensure follow-ups.

• Recognized for my ability to remain calm under pressure, especially during peak hours.

• Successfully implemente...read more

I envision a long-term commitment to this role, contributing to the team's success and growing with the company.

• I aim to build a career here, not just a job, as I believe in the company's values.

• I see opportunities for professional development that align with my career goals.

• I want to contribute positively to customer satisfaction and team dynamics.

• For example, I plan to take on new challenges and responsibilities as I...read more

Handling customers in inbound or outbound involves understanding their needs and providing appropriate solutions. Dealing with angry customers requires empathy, active listening, and problem-solving skills.

• In inbound customer service, the focus is on addressing customer queries and providing support.

• In outbound customer service, the focus is on making proactive calls to customers for sales or follow-ups.

• To handle angry...read more

The best process for me is voice.

• Voice communication allows for immediate and direct interaction with customers.

• It enables me to provide personalized assistance and address customer concerns effectively.

• Voice communication also allows for better understanding of customer emotions and tone.

• Examples: Resolving complex issues over the phone, providing step-by-step guidance verbally.

BPO and call centre are related but have distinct differences.

• BPO (Business Process Outsourcing) refers to outsourcing various business processes to a third-party service provider.

• Call centre specifically focuses on handling customer calls and providing support.

• BPO involves a wider range of services such as data entry, payroll processing, HR services, etc.

• Call centre primarily deals with customer inquiries, complaints,...read more

A call centre is a centralized office where customer calls are received and handled by customer service representatives.

• A call centre is a facility used by companies to manage customer interactions through various channels such as telephone, email, chat, etc.

• It serves as a hub for handling customer inquiries, complaints, and providing support.

• Call centre agents are trained to handle a wide range of customer issues and ...read more

Yes, Shiprocket is a logistics platform for e-commerce businesses.

• Shiprocket provides end-to-end logistics solutions for e-commerce businesses.

• It offers features like automated shipping, order tracking, and COD services.

• Shiprocket has tie-ups with multiple courier partners to provide the best shipping rates.

• Other processes in customer care may include handling queries, complaints, and providing support to customers.

• Cus...read more