Customer service and call centre interview questions
Customer service interviews test patience, clear speaking and how you handle difficult people. Many include a short role play.
About you
1Tell us about yourself.
What they want to know: Whether you can sum up who you are and why you fit, in a minute.
How to answer: Present, past, future: what you do now, one or two things you did that matter for this job, and why you want it.
2Why do you want this job?
What they want to know: Whether you know what the job is and chose it on purpose.
How to answer: Name two things about the role or the organisation that match what you are good at. Avoid salary and security as your main reason.
3What are your strengths and weaknesses?
What they want to know: Self-awareness, and honesty.
How to answer: Give a strength with a short example. For a weakness, pick a real one that does not break the job, and say what you do about it.
Customers
4How would you calm an angry caller?
What they want to know: Your approach under pressure.
How to answer: Let them finish, acknowledge the problem, say what you will do, and stay calm and polite.
5What does good customer service mean to you?
What they want to know: Your values.
How to answer: Solving the problem the first time, being honest about what you can do, and following up.
6How do you handle many calls with targets for call time?
What they want to know: Working with metrics.
How to answer: Be efficient but complete: resolve the issue, note it properly, and do not rush the customer off.
Reading is not practising.
Answer five questions for this job and get feedback on each, with a stronger answer built from your own experience. Or book a mock interview with an expert.
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