When you are interviewing for a customer care job, in addition to the basic interview questions you will be asked during a job interview, you will be asked more focused and specific customer care questions, about your education, skills, certifications, languages, and tools you have expertise in.
The hiring manager will want to know, in detail, how equipped you are to handle the position.
Prepare for the interview by considering the job qualifications - what skills, knowledge, and experiences you'll need for to be successful in the job.
Take the job requirements that are included in the posting and make a list of the top qualifications the employer is looking for. Then match your credentials to the list. Be ready to discuss why you have each attribute the company wants.
Review this list of accounting interview questions and take the time to prepare responses based on your qualifications for the job. When responding give specific examples, whenever possible, of how you have handled a project or situation. Providing details will show the interviewer how and why you are qualified for the job.
Below is a list of some of the questions contained in the full PDF Download
Q::What are the key factors which make a successful call centre?
A::Fundamentally, if you look under the skin of the best teams and call centres, they do have certain
things in common: clear communication, consistency, fun, performance management, leadership,
engagement, incentives, etc.
Think what made up the best team or company you have been a part of or have seen. Have
examples to back up any statements for how you would play a part in, or create, this team or
environment yourself.
Q::Within the interview process you may be required to perform a role-play. A popular
example of this is being asked to role-play an escalated call with an unhappy customer.
A::It is vital to have clear objectives before initiating conversation
with the customer; what is your end goal? Ensure you are aware of the parameters, rules and
regulations within the company. For example, if the issue is over money, can you refund it?
What else can you offer to pacify the customer?
It is important to remain calm, confident, be clear and always remember to ask questions. The
interviewer is looking for a patient and composed response. If you are still unsure about how best
to approach role-plays contact your local recruitment consultant who should be able to offer you
thorough advice.
Q::Describe how you have brought about business change through use of technology and
process re-engineering, describing what particular techniques you have employed, e.g. 6
sigma, lean management, etc.
A::What you need to show here is primarily an understanding of the particular project management
methodology. For example, 6 sigma or lean management.
You should do this by giving an example of a project that went well, and show some of the
challenges that you had to overcome along the way.
In particular, it would be useful to show examples of how you managed to get the team on your
side and sharing the same vision for success.
If you have no experience of these types of methodologies, you should just give an example of a
project that you worked on that went well.
Q::How did you recognise the level of trust or respect your team held for you and how did you
ensure this continued?
A::Only you will know if your team really trusts and respects you. Respectful employees will
usually make you coffee, hold a door open for you, properly carry out tasks assigned to them and
rarely undermine your judgement.
To maintain this level of respect, you should make time to recognise your employees’ efforts,
occasionally explain how you reached a solution to a problem (this can help with buy-in for
larger changes or projects) and do your best to be consistently level-headed and successful in
your judgement – as it only takes one slip-up to undermine your credibility.
Q::How have you utilised customer complaint feedback to improve how your team are
selling?
A::This question is especially important if you are applying for a management position.
An ideal answer will demonstrate that you are capable of assessing a situation and implementing
improvements.
For example:
I started to notice that a lot of customers were complaining about feeling patronised by my
agents. In response to this, I listened to the calls these complaints stemmed from and realised
that words such as ‘wonderful’ were being over used.
I then had a meeting with the worst offenders in my team and suggested changes that they could
make to correct this behaviour. After this meeting, customer complaints reduced and sales
increased.
Q::How do you manage time and priorities?
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