Have you applied for a customer service position and expecting an interview call? The interviewers would ask you the questions according to the position you are interviewing for. However, some typical questions are part of more or less every interview for customer services jobs.
Practice answering the questions to become confident and comfortable during the interview session.
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Nature of Customer Service Interview Questions
The interviews for Customer Service Representative jobs may comprise various type of questions. Among them, you will find common questions that interviewers tend to include in every job interview, such as employment record, educational background, and skills. Similarly, the questions regarding your future goals may also be part of the interview.
The hiring managers may ask questions about your working style, such as dealing with issues and coping with pressure. You cannot answer “yes” or “no” while dealing with such questions. Customer Service interviews also include behavioural problems. These questions will urge you to discuss your past experiences in previous organizations.
Additionally, interviewers will ask you situation-based questions. To a more considerable extent, these are similar to a behavioural problem. They will require you to discuss your roles in previous organizations. With the help of these questions, hiring managers evaluate you how you would tackle a particular situation in the future as CSR.
Toward the end of the interview, you will come across questions regarding your availability, flexibility and work schedule. Several customer service jobs have evening and night shifts. Therefore, interviewers ask if you are available to work irregular hours.
Questions About Qualification
The relevant qualification is vital to secure any job. Keeping this aspect in view, the employer would want to know if you are qualified to take up the job.
Furthermore, they want to know if you possess the required customer service skills. Following are the examples of the interview questions that you may across during the interview session for customer service position.
- Do you think your qualification makes you the ideal candidate for this position?
- How do you plan to meet your targets?
- Do you go along with the organizational team?
- Why should the company hire you for this position?
- How this position lies in the area of your interest?
- What is your action when you are unsure about a particular thing or do not know the answer to a question?
- Why do you want to adopt Customer Services as a profession?
Questions About Customer Services
Although customer service jobs are different, some fundamental aspects are essential for effective customer services. Employees need to keep in view these aspects and follow the rules that could make them a successful Customer Service Officer.
Before appearing for the interview, you must research the company. You will need to check the organization’s mission statement, its core values, and background. In this way, you will have an idea as to what expectations does the company draw about the candidates.
Importantly, you need to demonstrate confidence to prove that you are a suitable candidate for this position. Following is a list of questions about customer service.
- How do you define Customer Service?
- In your view, what are the essentials of good customer service?
- Define the three fundamental characteristics that every customer service representative should possess to succeed in this profession?
- If you have served as a CSR previously, what efforts did you make to become a better professional?
Questions About the Organization
The recruiting manager tests your knowledge in different ways. To determine your seriousness about the company, they ask you questions about their company. Make sure you carry out adequate research before the interview so that you can answer company-related questions effectively.
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Following are the questions about the company.
- What information do you have about this company?
- What value could you bring to our organization?
- Do you know what our products, services and standards are?
- What is your opinion about our products or services? Have you ever tried these?
Questions Regarding Work Schedule
Several customer services positions demand people work in rotating shifts or follow a flexible schedule. In other words, you may not necessarily have to work from 9 to 5 as a bank job.
The interviewers may ask you whether you are willing to work on nights, evenings, weekends and public holidays. So, let them know about your availability. If you show more flexibility, the hiring managers may consider to hire you because they like people who are flexible with working hours.
Following are the common questions about working hours.
- Are you flexible about working hours?
- Can you work on holidays and weekends?
- Are you willing to work additional hours, if required?
- What are your preferred working hours?
- Can you work on a rotation basis, i.e., one-month evening, one-month night, and then maybe morning?
Behavioural Interview Questions
When interviewers ask you behavioural interview question, make sure you shared a real example when you handled a particular situation. The employer wants to know your response in a specific situation.
- Describe when you played a role in resolving a conflict between the two team members.
- Explain the time when you managed to resolve a difficult customer issue.
- Please share your experience when you were not able to assist the customer with their problem. Highlight the issue and how you catered the situation.
- Share an example of the time when you achieved the customer satisfaction of an angry customer through your support and professionalism.
Situation-based Interview Questions
The issues may arise in every job. The interviewers will ask you questions to determine how good you are in specific circumstances. These are hypothetical questions.
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- If a customer complains, you are taking longer to resolve the issue: what will be your response?
- Customer is highlighting a well-known issue about your product, what will you do?
- How would you respond if you know the client is wrong?
Before appearing for the interview, conduct enough research about the company and the requirements of the job. Prepare your answers following the hiring criteria. Acquaint yourself with all the necessary details of the company and answer the questions with confidence.