Good morning sir/madam, and thank you for this opportunity.

My name is Sakthi Sri Senthil, and I’m from Trichy, Tamil Nadu. I have completed my Bachelor’s
degree in Computer Science from Shrimati Indira Gandhi College.

In my family, we are four members — my mother, my younger brother who is studying in 12th
standard, and my grandparents. My father passed away a few years ago, and since then I’ve learned
to be strong, responsible, and positive in every situation.

I would describe myself as calm, patient, and a good listener. I like interacting with people and
helping them solve their problems — that’s one reason I’m really interested in the customer support
field.

Talking about my hobbies, I enjoy listening to music, reading motivational books, and spending time
with my family. These help me stay positive and relaxed.

My short-term goal is to start my career in a reputed company like yours, where I can learn and grow.
My long-term goal is to develop myself into a professional who delivers excellent customer service
and builds a successful career.

That’s all about me, thank you for listening.

Perfect 👏 You’re walking into a golden opportunity at Infosys BPM, and since this is a Customer
Support Voice Process role, your interview will majorly test:

 Communication skills (tone, fluency, empathy)

 Problem-solving & customer handling approach

 Adaptability to night shifts and corporate culture

 Basic understanding of support process & professionalism

Let’s prepare you like a recruiter is sitting in front of you — I’ll give you:
1️⃣ Most expected questions (HR + Process-based)
2️⃣ Sample “Recruiter Expectation” + “Best Answer You Should Say”
3️⃣ Tips to impress in that specific question

🎯 ROUND 1: HR INTRODUCTION (Icebreaker)

1. Tell me about yourself.

What they expect:

They want to see confidence, clear English, polite tone, and relevance to customer support.

Best Answer:

Good morning! My name is Sakthi Sri, and I’ve completed my [Link] in Artificial Intelligence and
Data Science.
During my academic journey, I developed strong communication and problem-solving skills. I also
have experience working on projects and freelancing in digital marketing, which helped me
interact with diverse clients.
I enjoy helping people, and I believe good communication and empathy can solve most problems.
That’s why I’m very interested in starting my career in customer support with Infosys BPM — a
place known for growth, learning, and global standards.

Tip: Smile, be natural, and keep it within 1–1.5 minutes.

2. Why do you want to join Infosys BPM?

Expectation: They want to hear your motivation and alignment with their brand.

Best Answer:

Infosys BPM is one of the most reputed organizations that values both employees and customers. I
really admire how Infosys focuses on continuous learning and career growth.
I want to start my career in a professional environment where I can learn from global standards
and grow with guidance — and Infosys BPM gives exactly that opportunity.

3. What do you know about Infosys BPM?

Expectation: To see if you did your research.

Best Answer:

Infosys BPM is the business process management subsidiary of Infosys, providing end-to-end
outsourcing services in various domains like finance, customer service, HR, and analytics.
It’s known for process excellence, digital transformation, and a culture of innovation. Infosys BPM
operates globally and helps clients improve their customer experience and efficiency.

🎯 ROUND 2: ROLE-BASED QUESTIONS (Customer Support Scenarios)

4. What is customer service according to you?

Expectation: They want to test your understanding of empathy and communication.

Best Answer:

Customer service is about helping people with their concerns in a polite, patient, and solution-
oriented way. It’s not just about solving a problem — it’s about making the customer feel heard,
respected, and satisfied.

5. What makes you a good fit for a customer support role?

Best Answer:

I’m patient, a good listener, and I communicate clearly. I can stay calm even when customers are
upset and always focus on finding solutions.
I believe my communication skills and empathy will help me deliver positive customer experiences
consistently.
6. How do you handle an angry or rude customer?

Expectation: They want to test emotional control & professionalism.

Best Answer:

I would first listen calmly without interrupting. Once the customer finishes, I’d acknowledge their
issue — for example, “I understand this must be frustrating.”
Then, I’d assure them that I’ll help resolve it quickly. Staying calm and using positive language
helps turn a negative conversation into a productive one.

7. How do you ensure customer satisfaction?

Best Answer:

By listening carefully, confirming I understood the issue correctly, and providing clear and timely
updates. I’d also follow up if needed to ensure the issue is resolved completely.
Small gestures like thanking the customer and summarizing the solution build trust and
satisfaction.

8. If a customer asks something you don’t know, what will you do?

Best Answer:

I’ll never give wrong information. I’d politely tell them I’ll check with my team or refer to the right
source, and then get back to them quickly. Accuracy and honesty are more important than giving
instant but incorrect answers.

🎯 ROUND 3: WORK ENVIRONMENT QUESTIONS

9. Are you comfortable working night shifts and rotational shifts?

Best Answer:

Yes, I understand that customer support for global clients requires flexibility. I’m comfortable
working night and rotational shifts, and I’m prepared to maintain a healthy routine around it.

10. Are you okay with 100% work from office?

Best Answer:

Yes absolutely. I actually prefer working from the office because it helps in better communication,
teamwork, and learning from peers — especially at the start of my career.

11. Can you describe a time when you helped someone solve a problem?

Best Answer:
During college, one of my classmates was struggling with a project concept. I explained it step-by-
step until she understood it clearly.
That experience taught me that patience and the right tone can make problem-solving easy —
similar to how we handle customers in support.

🎯 ROUND 4: PERSONALITY & BEHAVIOURAL QUESTIONS

12. How do you handle stress or pressure?

Best Answer:

I stay calm and prioritize tasks. When I feel stressed, I take a short break, breathe, and refocus on
the solution.
I believe managing emotions under pressure is key to providing good customer service.

13. How would you describe your communication skills?

Best Answer:

I speak clearly, use simple and polite language, and always listen before replying. I’m also open to
feedback to keep improving my communication style.

14. What are your strengths and weaknesses?

Best Answer:

My strengths are communication, patience, and quick learning.

My weakness was that I used to overthink while communicating in English, but I’ve been practicing
daily and I’m improving with confidence.

15. Where do you see yourself in the next 3 years?

Best Answer:

I see myself growing within Infosys BPM — taking more responsibility, maybe mentoring new team
members, and building a strong career path in customer success or communication-based roles.

🎯 ROUND 5: TECHNICAL/PROCESS QUESTIONS (Basic)

16. What tools or software have you used before for communication or project work?

Best Answer:

I’ve used MS Office tools, Google Sheets, and Gmail for coordination. I’m also familiar with basic
ticketing or CRM tools used for customer management.
17. What is the difference between hearing and listening?

Best Answer:

Hearing is just receiving sound, but listening means understanding what the person is saying.
In customer support, listening helps us identify the real issue and give accurate solutions.

🎯 ROUND 6: CLOSING QUESTIONS

18. Do you have any questions for us?

Recruiter expects: Candidates who show genuine interest in learning and growth.

Best Answer:

Yes, I’d like to know how Infosys BPM supports freshers in developing their communication and
leadership skills.
I’d also love to know what growth paths are available for someone starting in the customer
support role.

💡 BONUS TIPS TO CRACK IT:

✅ Speak slowly and clearly — tone matters more than accent.

✅ Smile naturally; customer support = friendly vibe.
✅ Avoid using “ya” or “ok”; use “yes”, “I understand”, “I see”.
✅ Dress formally (white/light shirt, dark pant, clean shoes).
✅ Carry 2 copies of resume neatly arranged.
✅ Reach 30–45 mins early.

Would you like me to create a mock interview simulation (where I act as Infosys recruiter, ask you
each question one by one, and then rate your answer + give corrections**)?
That will make your real interview feel easy.

1️⃣ Tell me about yourself.

🧠 HR checks: How confident, clear, and polite you are.
✅ Answer style: (We already built your full version above — with family, education, hobbies, and
goals.)

2️⃣ Why do you want to join our company?

🧠 HR checks: If you really understand what the company does.

✅ Answer:

“I’ve heard that your company values good communication, teamwork, and customer satisfaction —
which matches my own strengths. I’m looking for a company where I can learn, grow, and be part of
a positive environment. That’s why I want to start my career with your organization.”

3️⃣ Why do you want to work in customer support?

🧠 HR checks: Your interest and patience level.

✅ Answer:

“I genuinely enjoy helping people and solving their problems. Customer support gives me the chance
to communicate, listen actively, and make someone’s day better. I’m patient and calm even under
pressure, which makes me confident this role suits me well.”

4️⃣ What are your strengths?

🧠 HR checks: If your personality fits a voice process.

✅ Answer:

“My main strengths are good communication, patience, and the ability to stay calm in tough
situations. I’m also a quick learner and adaptable to new processes and tools.”

5️⃣ What is your weakness?

🧠 HR checks: Whether you’re self-aware.

✅ Answer:

“Sometimes I focus too much on making things perfect, which can slow me down. But I’m learning to
balance quality with efficiency and manage my time better.”

6️⃣ How will you handle an angry customer?

🧠 HR checks: Emotional control and empathy.

✅ Answer:

“First, I’ll listen to the customer completely without interrupting. Then I’ll apologize for the
inconvenience and assure them I’ll help fix it. Once they feel heard, I’ll explain the solution clearly
and politely.”
7️⃣ Are you comfortable with night shifts / rotational shifts?

🧠 HR checks: Flexibility.
✅ Answer:

“Yes, I understand that customer support works in different shifts to meet customer needs globally.
I’m comfortable with rotational or night shifts.”

8️⃣ What motivates you at work?

🧠 HR checks: What drives your attitude.

✅ Answer:

“Helping customers and getting positive feedback motivates me a lot. I also like learning new
communication skills and improving my performance every day.”

9️⃣ How do you handle pressure or multiple calls?

🧠 HR checks: Whether you panic or stay calm.

✅ Answer:

“I prioritize calmly, focus on one task at a time, and avoid panic. I’ve learned that staying composed
and thinking clearly helps handle pressure effectively.”

🔟 Where do you see yourself in 3 years?

🧠 HR checks: If you have growth mindset.

✅ Answer:

“In the next three years, I see myself growing in the company — taking on more responsibility,
maybe mentoring new employees, and continuing to provide great customer service.”

11️⃣ What do you know about our company?

🧠 HR checks: Did you prepare.

✅ Answer:

“Your company is known for providing excellent business and customer support services across
various industries. You value teamwork, innovation, and customer satisfaction, which inspires me to
be part of your team.”

(👉 You can replace this with real info about Conduent, Tech Mahindra, etc., depending on where you
go.)

12️⃣ Tell me about your family background.

🧠 HR checks: Stability and maturity.
✅ Answer:

“I live with my mother, my younger brother who’s in 12th standard, and my grandparents. My father
passed away a few years ago, and since then I’ve learned to handle responsibilities and stay strong.
My family has always supported me to work hard and stay positive.”

13️⃣ What are your hobbies?

🧠 HR checks: Personality and positivity.

✅ Answer:

“I love listening to music, reading motivational books, and spending time with my family. These keep
me relaxed and help me maintain a positive attitude.”

14️⃣ How would you deal with a customer who doesn’t understand English?

🧠 HR checks: Patience and adaptability.

✅ Answer:

“I would stay calm, speak slowly and clearly, and use simple words. If the customer still has difficulty,
I’d politely transfer the call to someone who can assist them better, ensuring the customer feels
respected.”

15️⃣ Do you have any questions for us?

🧠 HR checks: Confidence and interest level.

✅ Answer:

“Yes, thank you. I’d like to know about the training process for new joiners and how performance is
measured during the initial months.”

(This sounds professional and shows your curiosity to learn 👍)

🪄 Bonus Tips from HR View (for you to remember):

 Always smile when you speak — your tone becomes friendly.

 Never interrupt the interviewer.

 Keep your answers between 30–60 seconds (short and clear).

 Say “thank you” after every question.

 If you don’t know something, say:

“I’m not sure, but I’d be happy to learn.”

Would you like me to create a real-time “Mock HR Interview Practice Script” (I’ll be the HR and
you’ll answer — question by question, with feedback on how to improve)?

It’s the best practice before you face Conduent or any voice process HR round.