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Job Application Page for Gyaniversity Careers. Apply for all open positions on this page and join the Gyaniversity family! < Back Assessment Form Read the question carefully and write the answer. This is the most important step in the application process as your application will be selected based on your responses within the mentioned time frame. 00 : 40 : 00 Part 1: Basic Information First name Last name Email Phone Part 4: Screening Questions A customer is angry because their order is delayed. What is the first step you should take? * Apologize and explain the reason for delay Offer a refund immediately Tell them to wait longer Ignore until order is delivered While replying to an upset customer, which tone is best? * Defensive Empathetic Casual Strict A customer blames your company for a mistake they made while ordering. What should you do? * Politely clarify and guide them to correct process Refuse responsibility Apologize without explanation Tell them to read policies If two urgent tickets come in at the same time, how should you prioritize? * First come, first serve Based on business impact Based on which customer spends more All of the above A customer’s order shows “Delivered,” but they claim they didn’t get it. What is the first step? * Ask them to re-check with neighbors/security Immediately send replacement Escalate to courier Offer refund A refund request comes for a digital product that was already delivered. What should you do? * Reject as per policy Escalate to finance Approve without checking None of the above If multiple customers report a payment failure, your action is: * Investigate internally and escalate if needed Tell customers to retry Wait for IT team’s update Apologize and close tickets A cancellation request comes after shipping. What should you do? * Refuse and close Advise them to refuse delivery / return later Approve cancellation immediately Escalate without response Payment deducted, but order not confirmed. First step? * Ask for payment proof (screenshot/transaction ID) Apologize and close ticket Tell them to wait 7 days Send refund immediately You promised something company cannot deliver. Correct step? * Apologize and clarify Hide mistake Offer personal compensation Ignore customer Correct order of ticket handling: * Reply → Verify → Resolve → Document → Escalate Verify → Resolve → Reply → Document Verify → Escalate → Resolve → Reply → Document Verify → Reply → Resolve → Escalate → Document A customer sends multiple queries in one email. Best reply format? * Answer all points clearly in bullet form Answer only main question Ask them to split queries Reply generally without details What is the best way to ask for missing details? * Send details ASAP. We need more details to resolve this, could you please provide XYZ? Your complaint is incomplete. Call us if you want solution A customer has been waiting 21 days for a refund. Finance says payment is processed, but customer claims not received and threatens to go to the Consumer Protection Cell. Which action would you NOT take? * Ask the customer for bank statement/UTR to trace payment Escalate to finance with customer’s proof for reconciliation Offer goodwill compensation even before resolving the issue Document the case carefully for compliance/legal team Due to a backend system outage, thousands of customers are unable to access their accounts for 6 hours. You are the operations lead on shift. Which action would you NOT take? * Align with tech team for ETA on resolution Send proactive communication to all affected customers Update ticketing system with template response for agents Stay silent until system is fixed Prepare RCA (Root Cause Analysis) after resolution A column contains order IDs where some are repeated. Which function will you use to find unique values only? * COUNTIF UNIQUE CONCATENATE VLOOKUP You have a sheet with thousands of customer orders. How would you quickly find all orders delayed more than 3 days using Excel? * Apply a filter & Use conditional formatting Use a PivotTable Apply filter Only Use VLOOKUP If you want to highlight orders where the payment status = “Pending”, which tool will you use? * Data Validation Conditional Formatting Text to Columns Filter In a 50-page policy document, how can you make sure all headings are consistent (font, size, style)? * Apply Styles Change manually each time Use Ctrl + B for bold Insert tables Write a polite email to a customer whose delivery was delayed 3 days. Draft a reply to an angry customer threatening to leave forever. Explain how you would handle a case where the system shows “Delivered” but customer denies receiving. Suggest 3 improvements to reduce repeated complaints on the same issue. Case: A customer demands refund + extra compensation outside policy. Write how you’d handle it. Thank you! Please check your email for the next steps. 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