Excitel Broadband Customer Experience Manager Interview: Rounds, Questions and Preparation

What the job involves

A Customer Experience Manager in telecom and internet ensures subscribers have a smooth journey from onboarding to daily usage, resolving issues quickly and reducing churn. Day to day, you monitor support metrics, handle escalations, coordinate with field and network teams, and design processes that improve satisfaction. In fast-growing ISPs, you often juggle live customer chats, retention calls, and service quality reports.

Role and telecom sector knowledge

1. 1

   What does a Customer Experience Manager do differently from a regular customer support executive in an ISP?

   A strong answer distinguishes reactive support from proactive CX: you own the end-to-end journey, track metrics, fix root causes, and work with teams to prevent repeat issues.

2. 2

   Which metrics would you track to measure customer experience for a broadband provider?

   Mention CSAT, NPS, first response time, resolution time, repeat complaint rate, and churn rate. Explain why each matters for an ISP.

3. 3

   What are the most common complaints you expect from broadband customers, and how would you categorise them?

   Cover no internet, slow speed, frequent disconnections, billing issues, installation delays, and poor service. Group them into technical, billing, and service categories.

4. 4

   How does a small or fast-growing ISP's customer experience differ from that of a large telecom operator?

   Talk about faster decision-making, closer coordination with field teams, limited resources, and the need to build processes from scratch while scaling.

Practical scenarios and problem solving

1. 5

   A customer tweets that their internet has been down for three days and no one is responding. How do you handle it?

   Acknowledge publicly, move to DM, check the ticket, escalate internally, give a realistic timeline, and follow up until resolved. Show empathy and ownership.

2. 6

   You notice that 30 percent of complaints in one area are about slow speeds during evening hours. What would you do?

   Investigate whether it is a capacity or network issue, coordinate with the network team, check if it is a pattern, and communicate proactively to affected customers.

3. 7

   A customer wants to cancel because they found a cheaper plan elsewhere. How do you try to retain them?

   Listen to the real reason, highlight value beyond price, offer a suitable retention plan if available, and respect their decision if they still want to leave.

4. 8

   You have to reduce average resolution time by 20 percent in two months. What steps would you take?

   Map the current process, identify bottlenecks, improve first-level troubleshooting, train the team, and set up tracking dashboards to measure progress.

Behavioural and situational questions

1. 9

   Tell me about a time you turned an angry customer into a satisfied one.

   Use the STAR method. Focus on how you listened, took ownership, and followed up. Quantify the outcome if possible.

2. 10

   Describe a situation where you had to work with a team that was not directly under you to solve a customer problem.

   Show collaboration, clear communication, and persistence. Mention how you kept the customer informed while coordinating internally.

3. 11

   How would you handle a colleague who is not responding to your escalation requests?

   Stay professional, understand their constraints, find the right escalation path, and focus on the customer outcome rather than blame.

4. 12

   Give an example of a time you received negative feedback. How did you respond?

   Be honest, show self-awareness, and explain what you changed afterward. Avoid sounding defensive.

HR and motivation questions for freshers

1. 13

   Why do you want to work in customer experience for an internet service provider?

   Connect personal interest in technology and problem solving with the satisfaction of helping people stay connected. Show awareness of the ISP sector.

2. 14

   This role may require working in rotational shifts or on weekends. Are you comfortable with that?

   Be honest about your flexibility. If you are open, say so and explain how you manage time. If not, discuss alternative arrangements.

3. 15

   Where do you see yourself in three years in a growing telecom company?

   Show ambition to grow into senior CX, operations, or team lead roles. Emphasise learning and taking on more responsibility.

4. 16

   What do you know about our company and why does it interest you?

   Research the company's services, target cities, and recent news. Mention what excites you about their growth or customer-first approach.