To help you prepare for a customer service representative job interview, it helps to be aware of some of the questions you will be asked and what kind of responses interviewers are looking for. Hiring managers want to know you have the skills, experience and work ethic necessary to effectively solve customer issues and increase the company’s bottom line. Of course, specific questions vary from interview to interview and you aren’t expected to have all your answers memorized. But to help you put your best foot forward and feel more confident, here are some examples of customer service job interview questions and answers:
1) Why should we hire you?
This is probably one of the most straightforward yet important of customer service representative job interview questions. When you answer this question, you want to sell yourself as the ideal candidate, which means you must be fully aware of what the company is looking for. Research the job description and company and come up with a list of the most important skills and qualifications you need. Think of some of your past accomplishments that show that you possess the capabilities necessary for the job and can deliver results. Below is an example of a suitable answer to this question:
“I have the patience, problem-solving skills and empathy necessary to work with customers and get to the bottom of their issues. I get great satisfaction from helping other people, and have a knack for thinking quickly on my feet. In my last position as a customer service representative, I was getting repeated phone calls from customers who were all having the same issue with a specific product. I took it upon myself to figure out the root cause of the issue, which saved both the customers and the rest of my team a great amount of hassle.”
2) How do you deal with an angry customer?
With this question, the hiring manager wants to see that you have the patience and empathy to make the customer feel they are being heard. You also need to show that you can take the steps needed to resolve the customer’s problem. To help you prepare for customer service representative job interview questions about how to deal with angry customers, here is an example of a suitable answer:
“I would first reassure the customer that I understand their frustration, stating how I would feel if the same thing was happening to me. I would ask them to explain the details of the issue, listening carefully and making notes. Then, once I understand the problem and the outcome the customer wants, I will evaluate different solutions to determine the best one. Besides finding a solution, I would also consider any incentives or discounts I can offer the customer to make up for the aggravation they had to go through.”
3) How would you define excellent customer service?
This is one of the customer service representative job interview questions that allows you to show the employer you are aware of what’s important to them. You can also include examples of past experiences you have had either as a customer or as a customer service representative. Here is an example of a suitable answer to this question:
“I define excellent customer service as being friendly, patient, efficient, and willing to go out of my way to deliver what the customer needs and/or wants. To deliver good customer service, I need to have deep knowledge of the company’s products and services. It’s making the customer feel that they matter.”
4) When you are asked a question that you don’t know the answer to, what would you do?
Hiring managers want to know you can admit when you don’t know the answer to a question. They want to know that you are comfortable seeking guidance from someone else, and that you can figure out the best person to go to for help finding the answers you need. Here is an example of a suitable answer to customer service representative job interview questions such as these:
“First, I would explain to the customer that I am not familiar enough with this issue, and want to consult someone that would be able to find the right solution more quickly for them. I would keep a list on hand of people in the company to consult, including my manager and other customer service representatives, so that I can always find someone that is both available and able to help me get the answers I need.”
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Author: Jessica Cody
Jessica Cody, a native of Fairfield County, Connecticut, has a background in online marketing and public relations. Currently, she works at VHMNetwork LLC in the role of Marketing Analyst. She is a graduate of the University of Connecticut, where she studied Journalism and Political Science. She is also an avid runner with a passion for the outdoors.