These Customer Service Representative interview questions provide a snapshot of what type of questions to ask during the interview in order to assess the skills, approach, and knowledge required for the profile.
Considerations for Hiring a Customer Service Representative
The most challenging part of recruiting Customer Support Representatives is that they can be trained only on limited requirements. You can make them learn about the product, describe the processes and manuals, and give them scripts, but after that, they should be able to connect with your prospective clients at a personal level.
The best Customer Support Representatives have a strong longing to help clients. They should be communicative, empathetic, and easy-going. They are friendly. They can think from the customer’s point of view and take a stand for them if required. Client feedback is valuable, and these are the people who can bring that for you. They are also great problem solvers. They are confident of finding a solution and carrying out a deep investigation if they don’t have sufficient information to solve the problem.
Use the below-given situational and open-ended questions to know about their client service experience, and how they stay motivated to give their best at work. Find out how well they can work in teams, how clearly they describe processes, and how smoothly they can troubleshoot and resolve conflicts.
Operational and Situational Questions
- How do you collaborate with your team members to achieve a common goal?
- Tell me an incident when one of your clients gave great feedback about your product.
- If a client says that you are taking too long to answer their questions, what would you tell them?
- How do you calm down angry clients?
- Suppose your client is complaining about a common problem with your product. What would say to them?
- What do you do when you don’t have enough details to answer your client’s question?
- Tell me about some common questions that you tackled when you were in your past role and how did you answer them?
- How many clients do you generally handle in a day?
- How do you think your work experience will help you in this role?
- What do you like about your job?
- What do you like about our products and clients?
- Tell me about a time you converted a negative situation with a client to a positive one.
- How do you stay motivated?
- Have you ever suggested a way to improve productivity, reduce costs and maximize revenues?
