Preview Questions Helpdesk Coordinator | Role Specific Skill

Question 1: How do you handle an irate customer from the marketing team who is upset due to a critical system failure during a live campaign?

Which action should you take?

Choose only one option

Ignore the frustration and focus on the technical issue at hand

Acknowledge their frustration and provide an immediate resolution

Direct them to another department for resolution

Apologize, explain the steps being taken, and assure them of resolution time

Question 2: How do you manage follow-up communication with a customer after resolving their issue?

Which action should you take?

Choose only one option

By immediately closing the ticket without any follow-up

By sending a generic thank-you message without checking if the issue was resolved

By leaving the customer without any further communication

By providing a summary of the resolution and asking if they need further assistance

Question 3: How do you ensure that follow-up communication with a client is timely and professional?

Which action should you take?

Choose only one option

Always send follow-up emails at the last possible moment

Send generic responses without tracking the issue

Wait for the client to follow up with you

Set clear expectations about the timing of the follow-up and stick to them

Question 4: What is the most effective way to ensure proper ticket prioritization in a large marketing team?

Which action should you take?

Choose only one option

Use predefined SLA-based categories to assign priority levels

Assign priority based on the department the ticket originated from

Let agents manually assign priority levels based on workload

Assign tickets based on the time they were created

Question 5: What approach would you take when managing competing priorities during a peak season for a marketing campaign?

Which action should you take?

Choose only one option

Complete the easiest tasks first to create a sense of accomplishment

Respond to requests as they come in, tackling the most recent one first

Plan your day in advance and allocate time for each priority

Allocate more time for administrative work rather than campaign-related tasks

Question 6: How do you integrate customer feedback into a CRM system for better service?

Which action should you take?

Choose only one option

By gathering feedback but not recording it in the CRM system

By allowing only support agents to input feedback into CRM without verification

By creating a dedicated feedback section in the CRM, separate from tickets

By regularly updating customer profiles with feedback and interaction history