Tech Mahindra Customer Service Associate Interview Questions and Answers

I would listen actively, empathize, and provide a solution to resolve the customer's issue while maintaining a calm demeanor.

• Listen actively to the customer's concerns without interrupting.

• Empathize with their feelings by acknowledging their frustration, e.g., 'I understand why you're upset.'

• Ask clarifying questions to fully understand the issue, such as 'Can you tell me more about what happened?'

• Offer a solution ...read more

In my last role, I focused on customer satisfaction, response time, and issue resolution to enhance service quality.

• Customer Satisfaction Score (CSAT): Achieved an average score of 90% by actively listening to customer needs.

• First Response Time: Reduced average response time to under 2 hours, improving customer engagement.

• Issue Resolution Rate: Maintained a resolution rate of 95% on first contact, ensuring efficie...read more

The telecom industry encompasses communication services, technologies, and infrastructure enabling voice, data, and video transmission.

• Telecom services include mobile, landline, internet, and television services.

• Major players include companies like AT&T, Verizon, and Vodafone.

• Technological advancements like 5G are transforming connectivity and user experience.

• Regulatory bodies oversee fair practices and compet...read more

I am passionate about helping others and enjoy problem-solving.

• I have a natural inclination towards helping people and resolving their issues.

• I enjoy the challenge of finding solutions to customer problems.

• I find satisfaction in providing excellent service and making a positive impact on customers.

• I believe in the importance of building strong relationships with customers to ensure their satisfaction.

• I have previo...read more

I admire your company's commitment to customer satisfaction and innovation, and I want to contribute to that positive impact.

• Your company's reputation for excellent customer service aligns with my values.

• I am impressed by your commitment to employee development and training programs.

• I appreciate your focus on community involvement and social responsibility.

• I want to be part of a team that values collaboration and ...read more

Online shopping offers convenience and a wide selection of products, but can lack the personal touch and immediate gratification of in-store shopping.

• Advantages: convenience, wide selection, competitive pricing, access to reviews and ratings

• Disadvantages: lack of personal interaction, shipping delays, potential for fraud or security breaches

• Example: Advantages - being able to shop from the comfort of your home at ...read more

I prioritize tasks based on urgency, delegate when necessary, and focus on one task at a time to ensure quality.

• Prioritize tasks based on urgency

• Delegate tasks when necessary

• Focus on one task at a time to ensure quality