Support Agent

A candidate who mentions listening carefully, empathizing, and following company policy is a good pick. Red flags that indicate an interviewee is a bad choice include being rude and not having any previous experience dealing with difficult customers. An inexperienced candidate may make a good pick if their other answers are strong, however.

The key here is honesty. Especially if you have a complex product or service, it’s much better for a customer service rep to say “I don’t know, but let me find out,” than to provide potentially inaccurate information.

Good customer service reps help customers solve problems, but great customer service reps are proactive about looking for ways to prevent problems from occurring in the first place.

Well, I am a people person. I enjoy approaching and talking to customers, and making sure that they get what they need. I love solving their problems. I’d say that a weakness that I have when interacting with customers is knowing when to give up on trying to solve a problem. I’m working on learning when to call for backup when necessary.

Good candidates should put the experience of the customer first, but they should also be conscious of things like response time, tickets closed, and other metrics that translate to cost savings for your customer service department.

I hope to learn new skills that I can use in customer service and in life. I also hope to contribute my own talents to your team, so that we can mutually grow. I am also interested in the possibility of upward mobility within your corporation, and am eager to see where this position might take me.

Yes, I’ve used a CRM (customer relationship management) system to track online orders before. Our company had a policy that all interactions needed to be logged there, and I came to understand the importance of looking at a customer’s history before putting together a response to their query.

This might sound like a trick question, but it isn’t. A great candidate should feel comfortable talking about their experience using your product or service, and pointing out places where their experience could have been improved.

A great resume doesn’t always equal a great representative. Your company has an image it’s trying to project. Look for job seekers whose answers to this question resemble your ideal response. You’re also getting a good look at the job seeker’s analytical skills. Do they come up with a good reply? How long does it take them? Speed is crucial in customer service, particularly if you’re in ecommerce.

I enjoy customer service because customers are everywhere. They come from all walks of life, and they are everyday people. I love meeting them, and I enjoy the process of trying to help make their lives as easy as possible. I love to help people. I also enjoy the challenge of providing solutions to difficult situations, and helping the customer and the business leave with a win-win.

In 5 years I hope to have earned my MBA. I hope to see myself working my way to the top of a successful company, and volunteering with youth sports organizations in my off time.