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Hi Viraj, good morning.

I am Saurabh from HR.

So thanks for joining.

Am I audible?

Yeah, good morning Saurabh.

Yes, I can hear you clearly.

Thank you for having me.

Yeah, okay, great.

Let's start.

Can you tell me a bit about yourself and your background?

uh sure so i am viraj

and i recently graduated with a bcom from amity university

and i am from delhi and during college i was involved in organizing events and coordinating team activities

so that experience made me interested in customer support roles

so i don't have any i don't have much professional experience but i completed an internship at an e-commerce startup

so where i handle customer sub queries via email and yeah yeah that's a bit about me

nice uh viraj

so uh i really like your interest in helping people uh since this is a virtual customer support role

so communication is very important so can you share an example of

when you communicate it effectively to solve a problem uh okay uh

so uh during my internship for one of the reported ticket uh customer was very upset uh

because their order was delayed

so they sent an email expressing frustration uh since they needed the product for an event

so i apologized first

and then i contacted the logistic logistic team to get an update i kept the customer with clear polite emails

and offered a small discount as a gesture.

In the end, they were satisfied and left a positive review.

So that taught me the importance of staying calm and clear in communication.

Yeah, that's great.

So this rule involves virtual team collaboration so how comfortable are you with tools like microsoft team zoom or slack and

how do you ensure good teamwork remotely

uh yeah i am fairly comfortable with these tools uh in college i used zoom frequently for group projects

and google meet also for some online sessions

so i have heard of slack

but uh i haven't used it much uh i'm confident i

can learn it quickly though for teamwork i believe it's about

uh staying connected uh in a college project we worked remotely

so i regularly checked in with the team via whatsapp

and updated our shared google docs to track progress

so i think asking questions and keeping everyone informed helps maintain strong collaboration i think yeah

good approach uh since this is customer support the role may require working uh

night shifts or weekend to support uh different uh time zones

so i hope are you comfortable with

that uh kind of schedule right uh yes i i understand

that customer support roles uh often require flexible hours

and especially with global customers so i yeah i am comfortable with night shifts

and weekends i would just need to organize my routine to stay efficient yeah but i'm definitely open to it

yeah yeah glad glad glad to hear you are flexible uh now uh i have one more question

so let's take an example

so here is a scenario uh a customer says they have been charged twice for a subscription

and it's frustrated so how would you handle this situation uh okay

so uh first i would start by saying uh like uh i'm very sorry for the inconvenience

and i can see why this is frustrating

and then i would ask for their order number

or account details to verify the issue then i would check the system

and if there was a double charge then i would initiate a refund for the extra amount

so if it takes time i would inform them of the timeline

and send a confirmation once it's resolved and i would also ask

if they have any other concerns like yeah before ending the conversation yeah yeah good

so last question uh where do you see yourself in a couple of years

and how does this role fit your goals in in two

years I would like to be in a role where I'm helping people

and developing my skills so I think this customer support position seems like a great starting point

because it involves communication and problem-solving which I really enjoy

so I hope to take on more responsibilities maybe uh mentoring new team members or handling complex queries

so i would like to build a strong foundation here

and grow with the company great so any questions for me about the role or company

uh yes actually i have a couple of questions so how does the team stay connected in a virtual

environment and are there regular meetings or activities to maintain team spread

and another question is uh i haven't received my final degree yet

so it will come in about a month so is

that okay uh also is this role contractual or permanent okay

so for staying connected we have weekly check-ins on teams

and virtual team building activities like quizzes

or coffee chats to keep the spirit alive and regarding your degree as long as you can provide a provisional certificate

or maybe mark sheet for now and submit the final degree within a month so that should be fine and

we will confirm the documentation requirements during onboarding

so as for the role it's a permanent position within a with a standard provision period

so not contractual yeah so anything else uh no no no that's all uh thank you so much sora

oh all right all right yeah my my pleasure uh we

will get back to you soon uh have a great day yeah

yeah thank you have a great day too alright bye

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影子跟讀（Shadow Speech）分步指導

這段對話的難點在於職場術語與情境應變表達，適合通過英語影子跟讀提升口語流暢度。以下是具體步驟：

第一步：聽懂核心資訊

反覆聆聽影片，專注理解求職者的應答邏輯（如解決客訴的步驟：道歉→協調→跟進→補償），同時留意語調變化（如表達誠意時的緩慢語速）。

第二步：逐句模仿

採用shadow speech技巧，在原聲播放後0.5秒內跟讀，重點模仿polite emails、flexible hours等短語的發音，糾正自己的語調和節奏，提升英語發音的自然度。

第三步：角色扮演練習

與搭檔模擬面試場景，一人飾演HR，一人飾演求職者，複述對話內容並嘗試拓展（如針對「重複扣款」問題提出解決方案），強化即興表達能力。

堅持每週3次，每次20分鐘，可有效提升職場英語的應用能力。

影片中的語法

說話人最常用的結構，並附上影片中的原話：

結構	影片中的用法
條件句 if + 從句，will/would + 動詞 — 條件及其結果	if it takes time i would inform
現在完成時 have/has + 過去分詞 — 過去發生但與現在仍有關聯的事	have heard · have been charged · haven't received
被動語態 be + 過去分詞 — 強調發生了什麼，而不是誰做的	was involved · was delayed · have been charged
“will” 表將來 will + 動詞 — 決定、承諾或預測	will come · will confirm · will get

什麼是跟讀法？

跟讀法 (Shadowing) 是一種有科學依據的語言學習技巧，最初開發用於專業口譯員的培訓，並由多語言者Alexander Arguelles博士普及。這個方法簡單而強大：您在聽英語母語原聲的同時立即大聲重複——就像是一個延遲1-2秒緊跟說話者的影子。與被動聽力或語法練習不同，跟讀法強迫您的大腦和口腔肌肉同時處理並模模擬實的講話模式。研究表明它能顯著提高發音準確性，語調，節奏，連讀，聽力理解和口語流利度——使其成為雅思口語備考和真實英語交流最有效的方法之一。

影子跟讀法: 閱讀完整分步指南 →

跟讀練習: Customer Support Mock Interview | Customer Support Interview Questions | Customer Support - 通過影片學習英語口語

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