Sunknowledge Services Customer Service Representative Interview Questions and Answers

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

I left my previous company to seek new challenges and opportunities for professional growth in a dynamic environment.

• I was looking for a role that offered more opportunities for advancement, as my previous position had limited growth potential.

• I wanted to work in a company that aligns more closely with my values and career goals, particularly in customer service excellence.

• I felt that I had reached a plateau in my lear...read more

My goals focus on personal growth, enhancing customer satisfaction, and contributing to team success in the customer service field.

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

• Aim for a promotion to a senior customer service role within the next two years by consistently exceeding performance metrics.

• Contribute to team projects that improve customer experi...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