21 CUSTOMER SERVICE REPRESENTATIVE
Interview Questions and Answers

Pass YOUR interview at the first attempt!

Here’s the FULL LIST of CUSTOMER SERVICE REPRESENTATIVE INTERVIEW QUESTIONS:

Q1. Tell me about yourself and why you would excel in this Customer Service Representative position.

SUGGESTED ANSWER:

“Thank you for inviting me to be interviewed for this Customer Service Representative position today. Throughout my career, I have developed a variety of transferrable skills and experience that I believe will enable me to excel in this role as a customer service representative. I am a highly positive and effective employee who thrives in customer-focused environments. 

During my time in previous customer service roles, I learnt to fully understand the importance of consistently maintaining high standards of customer satisfaction. Without the customer there would be no company, so it is important that every member of the team works towards providing a high level of service. I have a proven track record of delivering passionate customer service, being an excellent communicator, and being adaptable when under pressure.

Outside of work I am driven by my family who are fully supportive of my career and they would support the variety of shift work that can be required from the role. I also enjoy hobbies such as going to the gym where I can maintain healthy fitness and concentration levels. 

If you employ me in this position, I will be a reliable and customer-driven employee who will be proud to represent the high standards of your company and deliver excellent customer service for your customers.”

Q2. Why do you want to work for us?

SUGGESTED ANSWER

“I fully understand that at times, dealing with frustrated customers will be a part of this Customer Service Representative role. 

Customers will understandably be stressed at times, and it would be my job to listen to them, show a level of understanding and empathy, and by doing so, hopefully calming them down if needed though effective communication.

I would always start off by listening to their complaint and I would give them time to vent any frustrations they may have. And whilst I would never tolerate any unacceptable behaviour, such as bad language, I believe it is important to give people the chance to speak as this helps defuse the situation.

Whilst they were talking, I would listen carefully, take notes, and show empathy and understanding where appropriate. When the time was right, I would intervene and ask questions to clarify the situation. 

Whilst dealing with the customer, I would always follow the organization’s guidelines, and also remember to act as a positive role model for the company. I believe I am good at remaining calm and finding solutions quickly.

If I felt it necessary, and we were at fault for the issue, I would apologise. I would then seek to either come up with a resolution to the problem myself, or if that wasn’t possible, I would speak with my line manager if they would be better placed to deal with the complaint. 

For me personally, I feel it is always important to follow up with the complainant as this demonstrates excellent customer service and ensures any issues are always resolved in the least stressful way for our clients and maintains a strong reputation for the company.”

Q3. Describe how you would deal with an angry and irate client if they called you to make a complaint.
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Q4. Why do you want this job and what can you specifically bring to the role?
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Q5. What skills, qualities and attributes do you have that are a match for a role within customer service?
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Q6. Describe a time when you were flexible in a work-related situation.
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Q7. Give an example of when you delivered excellent customer service.
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Q8. Describe the steps you would go through when dealing with a customer complaint.
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Q9. Describe a time when you successfully worked on a project with a team of people. What role did you play in making the project a success?
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Q10. How would you deal with a team member who was not pulling their weight?
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Q11. Describe a stressful situation at work and how you handled it?
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Q12. When have you worked as part of a team to complete a difficult task?
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Q13. Why do you want to leave your job?
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Q14. What skills do you possess that you think would be an asset to our team?
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Q15. What was the last piece of professional development you under took?
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Q16. What are your strengths?
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Q17. Where do you see yourself in 5 years' time?
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Q18. What’s your biggest weakness?
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Q19. Give an example of when you delivered excellent customer service.
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Q20. Q. Why have you chosen our company over others?
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Q21. That’s the end of your Customer Service Representative interview, do you have any questions for me?
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Customer Service Representative Job Description and Key Skills


Job Description for Customer Service:

Customer service is a critical part of any business. In reality, customer service is critical to ensuring a business’s success, as there would be no business without delighted consumers. Therefore , the customer service representative must be able to demonstrate the ability to provide excellent customer service and care, have a thorough understanding of the company’s products or services, pay close attention to detail, communicate effectively, quickly and efficiently resolve customer complaints, and upsell and promote other products or services as needed. If you want to be the standout candidate in your customer service interview, you’ll have to display all of these talents, qualities, and attributes. To be able to perform the customer service function competently, you will be required to demonstrate the following important abilities and traits, which you should try to demonstrate at your interview:

  • OUTSTANDING CUSTOMER SERVICE AND CARE — During your interview, you must present evidence and details of times when you have provided outstanding customer service and care. When responding to behavioural interview questions, remember to use the STAR method.
  • FLEXIBILITY — The majority of customer service positions necessitate a flexible work style. We propose that you display a flexible approach to working and be willing to assist your employer as needed during your customer service interview.
  • COMMUNICATION SKILLS — In your customer service function, you will be expected to communicate effectively. This includes dealing with customers and stakeholders in person, via email, and over the phone.
  • PROFESSIONALISM – As a customer service assistant or manager, you should support the company’s principles and behave as a positive role model when dealing with all customers, their questions, and concerns.
  • SALES PROMOTION – As a customer service assistant or manager, it’s critical that you hunt for sales chances that can help the organisation make more money.
  • ATTENTION TO DETAIL – One of the most crucial aspects of the customer service profession is attention to detail. You’ll need to efficiently manage orders and collect payments in accordance with corporate policies, and any errors should be reduced to a bare minimum. If you make a mistake, you should own up to it, set things right, and then learn from it so that it doesn’t happen again.
  • RESOLVING CUSTOMER DISPUTES – Before you go to your customer service interview, make sure you know how to deal with client complaints in the most effective and efficient way possible. We will provide you with the best answers to your queries about dealing with client complaints in this guide.

5 TIPS FOR PASSING THE CUSTOMER SERVICE REPRESENTATIVE INTERVIEW!

TIP #1 – During this interview, you will almost certainly be asked customer service behavioural interview questions. “Can you offer an example of when you demonstrated effective customer service?” is one of these queries. “Can you tell me about a time when you resolved a customer complaint?” and “Can you tell me about a time when you resolved a customer complaint?” We strongly suggest you to use the STAR approach and method for arranging your responses when answering these questions (Situation, Task, Action and Result).

TIP #2 – During the interview, demonstrate a sharp eye for detail and provide examples of times when you have demonstrated outstanding attention to detail in previous work-related roles. It is critical in this type of work that you make no mistakes, as mistakes only lead to consumer complaints, which must be avoided at all costs.

TIP #3 – The finest candidates for customer service jobs may show that they can upsell to their clients. Upselling is a skill that all successful, customer-focused businesses have mastered (selling additional products and services). Tell the interview panel throughout your replies to the questions presented that you understand the importance of upselling and that you are willing to do it as part of your job.

TIP #4 – Demonstrate your ability to deliver excellent customer service and care during your customer service representative interview by using efficient communication and maintaining a positive and cheerful demeanour.

TIP #5 – Prepare for your customer service representative interview by learning how to handle customer complaints — this is a near-certain interview question. We will supply you with the correct answer in this guide.

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21 CUSTOMER SERVICE REPRESENTATIVE QUESTIONS AND ANSWERS WORKBOOK

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