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PHONEPE IS HIRING : ADVISIOR

PHONEPE is hiring Fresher candidates for ADVISIOR role . The details of the job, requirements and other information given below:

PHONEPE IS HIRING : ADVISIOR

Don’t miss out, CLICK HERE (to apply before the link expires)

Interview Questions & Answers for Advisor, Service Recovery Reds at PhonePe

Most Common Interview Questions with Answers:

1. Tell us about yourself and your experience.

Sample Answer:
“I am a recent graduate with a degree in [Your Field]. I have always been interested in working in customer service roles, where I can help people solve their problems and make their experiences better. During my internship at [Previous Company], I worked as a customer support intern where I managed customer queries, resolved issues, and ensured customer satisfaction. I believe my ability to listen actively, think critically, and stay patient under pressure makes me a good fit for the Service Recovery Specialist role at PhonePe. I am excited about the opportunity to use my skills in a dynamic, fast-paced environment like PhonePe.”

2. Why do you want to work at PhonePe?

Sample Answer:
“I’ve always admired PhonePe for its innovation and leadership in the digital payments space. The fact that PhonePe is constantly expanding into new areas like financial services and tech-enabled businesses shows how forward-thinking the company is. I’m excited about the opportunity to be part of a company that impacts millions of people’s daily lives and helps them with essential financial transactions. I love the idea of being part of a team where customer experience is a priority and having the chance to make a real difference by improving the service recovery process.”

3. How would you handle a customer who is frustrated and upset about a transaction issue?

Sample Answer:
“First and foremost, I would approach the situation with empathy and active listening. I understand that when a customer is upset, they may not be focused on the facts, but rather the frustration they’re feeling. So, I would let them speak, acknowledge their feelings, and reassure them that I’m here to help. Once I fully understand the issue, I would take the necessary steps to resolve it, whether that’s by investigating the problem on the spot or escalating it to the appropriate team. Throughout the interaction, I would remain calm, patient, and respectful, ensuring the customer feels heard and supported. My goal would be to not only solve the issue but to also restore their trust in the service.”

4. What does ‘customer-first’ mean to you, and how would you apply this in your role?

Sample Answer:
“To me, ‘customer-first’ means always prioritizing the needs and concerns of the customer. It means thinking from their perspective and making decisions that benefit their experience. In my role, I would apply this by actively listening to customers, understanding the root cause of their issue, and finding solutions that address their needs in a timely and efficient manner. I would also ensure clear and transparent communication, so the customer feels valued and understood at every step of the process.”

5. How would you prioritize multiple service recovery requests?

Sample Answer:
“When handling multiple service recovery requests, I would first assess the urgency of each issue. For example, if a customer’s account has been compromised, that would take priority over a general transaction query. I would also organize my tasks by the complexity of the issue, tackling simpler issues first to resolve them quickly. I would make sure to communicate clearly with the customer regarding the expected timeline for resolution. Additionally, I would use internal tools and resources effectively to ensure the fastest possible turnaround for each case. Balancing efficiency and quality is key.”

6. What would you do if you are unable to resolve a customer’s issue on the first call or interaction?

Sample Answer:
“If I’m unable to resolve the customer’s issue on the first interaction, I would ensure I keep the customer informed at all times. I would explain the next steps, whether that involves escalating the issue to another team or gathering more information to solve the problem. I would set a realistic timeline for follow-up and reassure the customer that we are working to resolve the issue. I believe keeping the customer in the loop and showing them that their issue is being actively addressed is crucial in maintaining trust and satisfaction.”

7. Describe a time when you successfully turned a negative customer experience into a positive one.

Sample Answer:
“During my internship, I handled a situation where a customer was upset about an incorrect charge on their account. The customer was frustrated, but I stayed calm and empathetic. I acknowledged their frustration and immediately assured them that I would look into the issue. After reviewing their account and the transaction, I was able to identify the mistake and offer a solution, including a refund. I also made sure to explain the steps we were taking to ensure this wouldn’t happen again. The customer appreciated the proactive communication and the resolution, and they left the interaction feeling satisfied. This experience taught me the value of active listening, empathy, and clear communication in turning negative experiences into positive ones.”

8. What is your understanding of the role of an Advisor in Service Recovery?

Sample Answer:
“As an Advisor in Service Recovery, the primary role is to ensure customer issues are resolved efficiently and effectively, while providing excellent customer service. This means handling a range of customer concerns, such as transaction issues, account queries, or technical difficulties, and ensuring that each problem is either solved or escalated appropriately. It also involves identifying recurring issues or patterns and suggesting process improvements to help streamline the recovery process. Additionally, maintaining a positive customer experience throughout, even in the face of challenges, is key.”

9. What are the key skills needed for this role, and how do you think you can contribute to the team?

Sample Answer:
“Key skills for this role include effective communication, problem-solving, multitasking, and patience. As someone who has experience in customer-facing roles, I am confident in my ability to communicate clearly and professionally, even in difficult situations. I have developed strong problem-solving skills, allowing me to analyze situations and find the best solutions quickly. Additionally, I’m a team player and believe in collaborating with others to achieve common goals. I am also adaptable and always open to feedback, which I believe would make me a great addition to the team.”

10. How do you ensure you meet your productivity goals while maintaining high-quality customer service?

Sample Answer:
“I believe that maintaining a balance between speed and quality is crucial. To meet productivity goals while ensuring high-quality service, I focus on staying organized and efficient in my work. I would prioritize tasks based on urgency and complexity, using available resources and tools to quickly address customer issues. However, I wouldn’t rush through interactions; instead, I would ensure that I fully understand the problem and provide a thorough and accurate resolution. By managing my time effectively and focusing on the customer’s needs, I can meet productivity goals while maintaining a positive customer experience.”

Bonus Tips for the Interview:

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