Support Agent

I am confident in my communication skills. I have had extensive experience in the customer service industry, with more than five years in my history. Additionally, I have studied communication while earning my degree in relations. At this point I am as close to a master communicator as possible. In my previous position I was interacting with customers constantly, so I certainly have plenty of daily experience in interpersonal and service-oriented communication, and I am confident that I will be able to consistently and successfully apply these skills to this service agent position.

This was a huge requirement when I was in my reception position. The amount of information and scheduling that I had to manage was immense. To tackle this issue, I mainly used my personal planner, but occasionally I employed spreadsheets. I believe that I attained pretty consistent success in organizational management during my time in that position. I also believe that I will easily be able to apply the experience I had managing information to this customer service agent position.

Great customer service means listening to your customers. It means empathizing with them and their experiences, and working hard to find the best solution to your customers’ problems. It means knowing how to de-escalate a situation with an angry customer, and using problem solving skills to make sure that everyone walks away from the interaction satisfied.

When I worked at Allen’s Sporting Company, sometimes the checkout line would get slammed. If I got called to help out at the cash register, I was always there without fail. Also, in my restaurant experience, I would sometimes cover a colleague’s table if they had to leave early. To me teamwork means being there for your coworkers, and providing them support whenever necessary.

Ever since my first paper route at age 10 I’ve been doing something to keep myself busy and earn money. Back then, it was obviously about earning some spending money. What I didn’t realize was that I was actually starting the journey of establishing what I liked to do and how I fit in to the grand scheme of things. I then worked as a junior computer tech in my last 2 summers of high school. It was here that I discovered what I was passionate about and what I wanted to do. I enrolled in college to get my degree in computer sciences, and I have been working around technology ever since.

So, I know that you guys make quality backpacks and other camping, travel, and outdoor gear. I haven’t bought any products from your company myself, but my sister is a big fan. I am also familiar with several of the brands that you sell, such as Kelty.

Well, I’m an excellent communicator. I’m a compassionate person. I’m dedicated, hard working, and a perfectionist. When I’m solving a customer’s problem, I do everything I can to help them. I know how it feels to be a customer, and I know the experiences they are looking for. I know that I can give that to them.

if the candidate is inexperienced. You’re giving them a chance to show you how they handle stress and difficult situations. Someone who keeps their cool and tries to understand the customer is a good choice. Don’t hire anyone who describes themselves as having a quick temper. Overly emotional personality types aren’t a good fit for customer service positions, although an empathetic personality who can control their emotions can make a great pick.

This question should give you a sense of how the candidate views their role. A great answer won’t just involve solving a problem or answering a question, but ensuring that the customer had as positive an interaction as possible.

Once again, this question gives you a decent look into a candidate’s personality. Do they see themselves as part of the team? Are they mentioning ways they can contribute as a team player, or focusing on their personal agenda? If they’re too focused on themselves, they may be a poor team player.

This question isn’t necessarily about how the interviewee helped the customer. It’s about who they are.

Is the answer ego-centric? Does it sound like they’re trying too hard to please you? Or does it sound like a genuine response told from a mature and self-analytical perspective? Look for the applicant who is authentic and reflective in their response. Watch out for respondents who overuse the words “I” and “me”, as well as anyone who broke rules to help customers. Neither is a good sign.

Customer service isn’t only about fixing a customers’ problems – it’s a platform through which customers can express themselves and even give your company advice. While helping customers is a must, an agent who is willing to go the extra mile and help prevent these problems from happening in the first place takes the cake.

This question reveals whether your interviewee has the determination and communication skills it takes to make sure that problems get forwarded to the proper channels, and that systematic issues get geared towards permanent resolution.

The customer service industry is my goal for at least the next five years. I am trying to gain as much experience as I can as I pursue a career in public relations. I hope to be able to hold this position for at least the next several years, and I also plan to pursue a leadership position. I really hope that I can tackle this position head on and gain some valuable experience in communication.

One time at Allen’s Sporting Company, a customer couldn’t reach an item. They tried climbing the shelf, which broke, and they fell down. The customer was furious, and I think also really embarrassed. I was the first one on the scene. In the end, I ended up taking care of that customer. I heard them out and apologized as they yelled. Then I got them a sizable discount coupon to compensate. The representative who was supposed to be taking care of that section of the store was absent, so the trouble really was on our end. The customer left satisfied.

I’m familiar with working under pressure. In the restaurant business, that was something that we had to deal with every weekend – a large amount of customers, customers who were sometimes upset about the wait time or with the food they had ordered. Typically I just practice the rule that ‘the customer is always right’. I use smiles and apologize as needed to sort of ease the stress. I also practice breathing exercises when I’m alone to release some of my own stress.

My proudest moment helping a customer was one time when a customer arrived at our store extremely upset because nobody had been able to give her the information she was looking for. She was trying to find a specific soccer ball, and a different rep had sold her something completely wrong. I was able to find the product that she was looking for, and gave her a free coupon discount to compensate for her troubles. She wrote me the nicest review I have ever read… it was a really fulfilling moment.

No, I have never served a customer over live chat before. I am a fast typer though—that’s something that I imagine you need to succeed with live chat in particular.