If you use the product, that’s great—and you can talk about that. Weâll also follow up those tips and tricks with ten of the most common customer service interview questions along with a brief explanation on why hiring managers ask these questions and what you should focus on when you answer them. Hourly Rate $33/hr. You will Learn How to Answer Most Frequently Asked Interview Questions: A technical support job puts together the knowledge of computer, its know-how and the skills required for customer service. Or maybe you love the company’s mission and want to be a part of it. Be sure to think about how you’d respond to each of the questions above and recall a few stories that really exemplify your customer service skills. Actionable Steps to Fight Workplace Racism. Answer:-In most cases, working as a customer service representative will also mean opening customer accounts or â¦ Talk about key traits for the job like communication skills, problem-solving skills, and passion for customer service, and lean into the aspects of your current or past positions that you love and excel at that are also part of the job you hope to get. If not, I would go back to the very basic details—things as simple as verifying the customer’s address is correct and their billing address matches their current address—to ensure we weren’t missing anything. I love talking to people from different backgrounds, finding out about their lives and helping them find solutions to their problems. Company policy only allowed me to offer the customer store credit since he didnât have a receipt. “Having 50 people yell at you a day isn’t always a fun thing, so you have to have your own reason to get through it,” says Bell. If you don’t have experience with the particular tool or software you’re asked about, you can still answer this question. Of course, getting yelled at all the time can start to weigh on anybody. Question # 1 Tell me do You Understand Computers? When it comes to explaining why you’re leaving your current position and making a switch, be sure to highlight what this job offers that your current position does not—without badmouthing your current company. As a potential hire, you’ll have to show that you know how to handle these interactions. But if you’re hit with a specific scenario question you haven’t prepared for—or don’t have a real-life example of—you might need to talk about what you would do in that situation (instead of what you did do). So when you’re interviewing for a customer service role, keep in mind that companies are looking for these key things: How do they figure out if you have these qualities? 40 customer support specialist ~1~null~1~ interview questions. Be wary of candidates with poor interpersonal skills, as this is a customer service â¦ Maybe you want to learn how to create a good customer or client experience for people or you eventually want to move into IT support. Bell says that you should keep in mind the specific customer service job you’ve applied to when answering this question. If you need more job interview materials, you can reference them at the end of this post. So I make sure they feel heard, usually by allowing them to vent for a minute before getting into the service part of customer service. For example, if you’d been transferred a few times, the last thing you’d want is to have to talk to yet another person. Customer Service Email Handling Answering Product Questions Communication Etiquette Freshdesk . â¦ What to look for in an answer: âTo me, customer service means identifying the root of a customerâs problem and working to find a solution that surpasses their expectations using in-depth knowledge of the companyâs service or product. “I’ve been using your company’s makeup for years. Ask this question to find out if a candidate knows how to respond calmly and efficiently in these situations. Overall enjoyed the process! Free interview details posted anonymously by HubSpot interview â¦ Before joining The Muse, Regina worked scooping ice cream, attending parking lots, breaking into cars (legally! To be prepared to answer this question, think about the difficult situations you’ve been in, and how you dealt with them. What to look for in an answer: âI have extensive experience using live chat software, JIRA for ticketing and Zendesk for customer relationship management. Or you can talk about a time when you came into a situation and were able to learn new software or become familiar with a new tool quickly. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. What’s really key here is showing that you’re invested enough in this opportunity to learn about the company and do your homework before the interview. What to look for in an answer: âIâm definitely a people person! If you have experience with these programs, be prepared to talk about what you know and how you’ve used them. That should be in your answer. In order to have a successful interview, it's vital that applicants â¦ Is customer service just the first step in your career plan? Again, this question isn’t about why you want a customer service job. It’s my job to try to help them and try to improve their idea of the company. Most customer service positions will be focused on one (or at most two) methods of communication. For example, maybe you work in retail, but your favorite aspect is talking to and helping customers who want to make a return or exchange or have another issue, so you want to make that your job’s focus. Just make sure you have a balanced interview, getting to know each candidateâs skills and character traits. Office support specialist interview questions & answers. Customer Support Specialist job description. Customer service representatives are the first point of contact for your customers, acting as the face of your company and driving loyalty, retention and acquisition. Definitely harder interview questions that I really had to think about. Customer Support Specialist interview questions | InterviewAnswers I knew I had to help them quickly reconnect so that they could complete their assignment on time without added stress. Customer Service Interview Questions; Q. If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. At its core, this question is asking why you’re interested in customer service. The interview took place online with a Customer Support Team Lead, lasted around 40 min. The above interview questions also can be used for job title levels: entry level customer support specialist, junior customer support specialist, senior customer support specialist, customer support specialist assistant, customer support specialist associate, customer support specialist administrator, customer support specialist clerk, customer â¦ Every companyâs customer service stack is different, but itâs an added bonus if a candidate has past experience using ticketing systems, CRMs and collaboration tools, or has the desire to learn new technologies and systems. 1. I stayed on the line while they returned the router to its original location and verified that their connection immediately improved before wishing them luck on their project and hanging up.”. Learn about interview questions and interview process for 50 companies. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.â. If it’s a text-based communication position, be prepared to speak to your writing skills and take a skills assessment before being offered the job. Tell Me About a Time You Assisted a Customer Who’d Worked with Multiple Agents and Didn’t Get the Help They Needed. For example, if you applied to a phone support job, telling your interviewer you prefer to communicate over email will be a red flag. COM Customer Support Specialist Job Interview Preparation Guide. 485 customer support specialist interview questions. The interviewer, who turned out to be not an HR specialist but a fellow Customer Support employee from another country, was very friendly. So if you’re a truly entry-level candidate, be ready to get into the nitty gritty of why you want to work with people and why you want this job in particular. Regina Borsellino was born and raised in New York before moving to the Washington DC area to get a BA in English Lit from the University of Maryland and an MFA in Fiction from American University. So Iâm going to leave you with those as well. Learn about interview questions and interview process for 25 companies. Talk about that. One way to find out what the employer is seeking in qualified candidates is to research the companyâs mission statement and website. “If I know someone’s anger isn’t really directed at me, I tend to not get very emotionally affected by them taking their frustrations out on me. Top 5 Tips For Answering Customer Service Questions â¦ I was voted Most Outgoing at my last job and small talk is one of my talents.â. Similar job titles include Customer Support Professional, Customer Support â¦ I’d be really excited to put all those skills to use in a customer service role for a company whose mission I support—and I’m passionate about Run By Sun’s goal of spreading solar energy use.”. You might explain that you’re somebody who can handle being yelled at when you recognize that the anger isn’t directed at you and can empathize with the customer’s complaints. Ideally, you’ve applied for a job where you’d be using a medium you’re comfortable with. Customer Support Specialist Frequently Asked Questions in various Customer Support Specialist job interviews by interviewer. The right interview questions reveal useful information because they force interviewees to think on their feet and draw on â¦ Both types of customers can be difficult to work with. If You’re an Experienced Customer Service Representative: Do You Have Experience with [Salesforce, Other Programs]? Bell likes to ask this question to people who are new to customer service to see if candidates have thought about this aspect of the role—and figured out if it’s something they’ll be able to handle. This question will let you know if a candidate is willing to jump in and help their colleagues, and if they have the ability to relay customer feedback effectively to other departments. Companies in all industries need to interact with their customers and keep them happy, and these interactions happen across a number of channels—in person, over the phone, via email or chat, and increasingly, over social media. Best practices on how to manage jobs on Indeed, Resources, insights and tools for employers, Answers to common questions about Indeed products, Customer Service Representative Interview Questions. Bell doesn’t want to hire customer service reps who blame the company or customer right away or hand something off to a supervisor without first trying to resolve the problem themselves. What Do You Know About [Our Product or Our Company]? Providing exceptional customer service is a team effort that requires constant collaboration to build a strong, positive image of the company. What to look for in an answer: âI never pretend to know an answer if I donât. If you’re not found out during the hiring process, it’ll be clear once you start the job. I took a minute and listened to them explain their issue, and it turned out that they were a student who was stressed about a project deadline being switched. This Informative Article Will Help you Prepare for Your Upcoming Technical Support Interview. I was proud of developing an employee survey for Help Desk support. In this post, you can reference some of the most common interview questions for a office support specialist interview along with appropriate answer samples. While almost everyone you speak to every day will have an issue to resolve, some of them might be in a situation you’ve never seen before and others might come into the interaction unhappy that anything went wrong at all. Why this job? Whatever your reason is, you should back it up. Free interview details posted anonymously by Doist interview candidates. Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. Iâm also really interested in learning more about how automation can make the customer service process faster and more efficient.â. For example, maybe you can talk about when you were a camp counselor and the most fulfilling part of the job was when a camper would come to you with a problem and you’d get to help them think through it and figure out a course of action. I want to bring all of that experience to a company that values customer service as much as yours does.”. Once you think of a scenario, try to use the STAR method (Situation, Task, Action, Result) to structure your answer in a concise way that makes your achievements clear to an interviewer. I’ve learned that by listening to the customer’s desires, concerns, and perspective, I’m able to figure out the best way to solve any issues that come up. What to look for in an answer: âDuring my previous role, a customer was furious about not being able to return an item for a full refund. A business is relying on its agents to represent the business while addressing customer issues or concerns professionally. “In my job as a hotel receptionist, I handle a lot of different tasks, but the most rewarding part of my job is when I have a customer (or potential customer) call in or walk up to my desk with an issue that they need help solving. Taking ownership doesn’t mean saying a problem is your fault; it means taking on some responsibility to try to fix the issue. How to Answer Customer Service Interview Questions. In college, I was in a student group that put together a lot of fundraisers and charity events. Customer Support Specialist Interview Questions And Answers Global Guideline . “While I enjoy communicating with people in a number of different ways, I really feel like communicating over the phone or in person helps me pick up on different tones and nuances that might be missed in a text-based communication. Candidates should be aware of basic technical knowledge and computer troubleshooting questions and answers. You combed through job boards, tailored your resume, and wrote your cover letter. She's excited to be back to a city that's only humid eight months of the year. For example, at a flea market fundraiser we planned to raise money for a nearby soup kitchen, we realized at the last minute that we didn’t have enough tables. Help Desk Specialist Interview Questions. And if helping an exasperated customer come away with a resolution gives you particular satisfaction, be sure to mention it. It’s about why you want this customer service job. Briefly explain what you mean by customer service and customer support. You’ve landed a customer service interview. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. 7 More Sample Behavioral Customer Service Interview Questions. 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 â¦ And recruiters and hiring managers know that. If you’re interviewing for an entry-level customer service position, you’re less likely to be asked this question. In the past, I’ve found that it’s been easier for me to form a connection with the customer when we’re communicating in real time, rather than over email, social media, or even chat, which can all have lag times between responses.”. Welcome to Top 20 Customer Service and Help Desk Interview Questions and Answers. Let's begin! If you have past experience in providing customer support over the same channel as the job you’re interviewing for, be sure to bring that up. Beyond listening, customer service is doing everything in oneâs power to efficiently and accurately serve each customer. Short of inventing a time machine, thereâs no guaranteed method, which makes your interview one of the most important tools you have to vet customer service and support candidates. What are is your greatest weakness and what are you doing to improve on it? They were yelling and threatening to cancel their account. They want to know that you won’t snap at a customer and that you won’t burn out. You are here: Home 1 / Latest Articles 2 / BPO & Customer Support 3 / Top 25 Help Desk Interview Questions & Answers last updated December 14, 2020 / 14 Comments / in BPO & Customer Support / by admin When interviewing Support Specialist candidates, look for individuals with excellent analytical and problem-solving abilities. But if you’re interviewing for a role that requires experience, employers understandably want to know what tools and software you’ve used and mastered in your current and previous roles. Customer Service Specialist with Freshdesk and Gorgias Experience. I love being able to draw on my knowledge of the hotel and the surrounding area to make sure somebody has the best vacation possible, and I want to transition into a role where this sort of interaction is the bulk of my job. I tried a lot of competitors before finding your products, and not only is yours the same quality as competitors at a lower price, but it’s also the only brand that doesn’t irritate my sensitive skin. We regularly pooled our knowledge and resources to address tricky customer complaints and handle a large amount of incoming calls during peak times. Even with extensive training and experience, customer service representatives wonât know how to help every customer. *Indeed provides this information as a courtesy to users of this site. A good product is essential but without the customer service to back it up, there is no reason for someone to buy it here as opposed to â¦ So you’ve done it. Finally, customer service is about clearly explaining solutions to clients. So it’s important to show that you’re self-aware and know how you’d take care of yourself so you can stay motivated and calm when talking to customers. While it’s impossible to know exactly what questions will be asked at your customer service interview, you can still go in confident that you know what types of questions will be asked—and what qualities recruiters and hiring managers are really looking for at the end of the day. Many interviewees stumble on this question. So before you head into your customer service interview, think about why you applied to this job and try to pinpoint why you’d like to be in customer support in general. With an additional 8 professionally written interview answer examples. I was often the one in charge of calling vendors and locations because I was so good on the phone, and during the events themselves, I was usually the go-to person for any attendees, vendors, or fellow club members who had problems because I was good at thinking on my feet. The goal would be to identify whether there was any miscommunication. If there was, I’d follow the standard steps based on this new information. However, on days when it feels like I’m only getting angry customers, sometimes I like to unwind by blasting my favorite music on the drive home.”. How Do You Keep Yourself Motivated When People Are Being Mean to You? All right ninjas, letâs get going! For example, maybe you answered the phones at your last job working the front desk somewhere or sent text messages (and responded to them) as a volunteer for a nonprofit group. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. Ask this question to determine if a candidate is willing to go the extra mile for a customer, even in a tense situation. Be sure to highlight the transferable skills that you bring to a customer support role. The biggest mistake you can make in your interview would be complaining about customers and other people. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. Customer Service Professional Interview Questions ; Question 28. If You Have Some Customer-Facing Experience: Why Do You Want to Transition Into Customer Support? Do you get genuine fulfillment out of helping people? Before you go into your interview, reread the job posting and note any software or other specialized tools mentioned. If You Have No Customer-Facing Experience at All: What Drew You to Apply to This Job. For example, if you applied to this job because you want to help people solve problems, then you should say that to you customer service means helping people solve problems and share a little bit about why that aspect of the role appeals to you. However, if this came up, I know that I would want to do everything I could to be the one to solve the customer’s issue and avoid transferring them again. Above all, know why you want this job and why you’re just the right person for it. If you exhausted all the resources at your disposal and still had to escalate the call, that’s OK. Interviewers will understand that not every problem is an easy fix. I really like how your company kept customers like me in mind when designing your products.”. For example, maybe you’d go for a quick walk or make sure to listen to some of your favorite songs over your lunch break. There are 7 other behavioral interview questions that youâre very likely to hear, too, though. If you’re coming from another public-facing role—like retail or hospitality—you likely have tons of experience interacting with customers and helping to solve their problems. They’ll ask questions like these: This question comes up in many customer service interviews because it lets employers see what philosophy and mindset you’d bring to the position. Hire an experienced Help Desk Specialist or an ambitious candidate that you can train. “Be sure to think of an instance where you had to gain an understanding of why the customer was being difficult,” Bugg says. How a candidate handles a customer pointing out a well-known problem with a product or service can reveal their level of empathy and ability to communicate clearly and respectfully with an unsatisfied customer. Job Success 100%. If you don’t, talk about whatever other experience has prepared you for it. If I needed to go to someone else for assistance, I would try to keep the customer on my line if at all possible while I got the information I needed. Communication skills: âCustomer service is a âpeopleâ business,â says Sonja Bugg, a director at the recruitment agency Randstad US who has more than 17 years of experience hiring and working with customer service reps as well as managing recruitment teams that specialize in customer service and call center â¦ Weâve looked at 10 of the most common questions youâll hear in a customer service interview now. When answering customer service interview questions, it's best to answer questions â¦ Location United Kingdo... United Kingdom. Don’t pretend to be a Salesforce expert when you’re not. I especially enjoy when I get to help a customer find a solution they didn’t even realize was possible—one that makes them happy and keeps them as a satisfied customer.”. That’s OK, too! What exactly can you expect in a customer service job interview? 1. What is â¦ 40 customer support specialist ~1~null~1~ interview questions. Why is it something you’re interested in?” says Eliza Bell, who works in recruiting at SquareFoot and has hired for customer service roles in the past in addition to working as a rep herself. Post this Customer Support Specialist job description template on job boards and careers pages to attract qualified candidates. I also collaborated cross-functionally by collecting customer feedback and communicating it to the product team.â. What’s One Time You Worked With a Difficult Customer and How Did You Resolve the Situation? If you’ve used a related or comparable tool, talk about how you’ve used it, how it’s similar, and the ways in which your experience with it would set you up to succeed. But be honest. Closing the Interview . When I started my last job, for example, I had never used a point of sale (POS) system before, but within a few weeks I was able to learn enough that I could troubleshoot problems and even answer other employees’ questions about how to use it.”. Can You Tell Me Which Is Most Important A Good Product Or Fast Service? Technical Support Specialist; Customer Experience Specialist Interview Questions. You may have already heard a lot of general job interview prep tips and prepared for more universal interview questions. Questions about my previous experiences, hypothetical questions, more about me, more hypothetical, then back to previous experiences. And finally you got one—it’s an invitation to interview! There are indeed many questions you can ask when hiring a Customer Support Specialist, depending on your needs and your industry. Unfortunately, customer service jobs can involve a lot of encounters with people who are unhappy—and being quite vocal about it—which can result in a less-than-pleasant experience for you. An example answer to the âTell me about yourselfâ question âIâm a proactive Customer Service Assistant with 4 years of experience handling various functions of Customer service, from dealing with dissatisfied customers to â¦ At my previous job, I helped customers with complex software products and if I didnât know an answer, I reached out to my co-workers for assistance, referred the customer to someone who could help or looked through my training manual for answers.â. 1 Doist Customer Support Specialist interview questions and 1 interview reviews. Customer service refers to the part of a business which â¦ I would also give them a timeline for a solution and make sure they felt valued by thanking them for their feedback.â. ... Star Star Star Star Star Current Customer Support Specialist â¦ 1. This question evaluates how you’ll do in whichever medium the role is focused on. For this question, and questions like it, interviewers want to see that you understand the downsides of a customer service job but that the upsides far outweigh them for you. Are you happy with your career as Customer Support Specialist? If possible, you should use the STAR method again and recount an actual situation you handled in a previous role. What Is Your Preferred Method of Communication? “To me, customer service means ensuring that the client or customer has the best experience possible. What to look for in an answer: âTeamwork is essential for success as a customer service rep. At my last job, I worked closely with a cohesive team. You could share that you’d allow frustrated customers to vent for a few minutes so they feel heard—and so that you and they both know you fully understand the situation—before you try to solve their problem. Try to think of several stories to use ahead of time for behavioral interview questions like this one and practice adapting them in response to different kinds of questions. Customer service isnât only about fixing a customersâ problems â itâs a platform through which customers can express themselves and even give your company advice. In this video we will cover some of the most popular and expected questionsâ¦ In my two years in hospitality, I’ve become a strong communicator both when it comes to listening and understanding people’s problems and when it comes to giving people directions—whether that’s directions to a physical location or helping customers with the hotel’s online booking system. Answer : Both are extremely important. The range of customer service roles available is huge. So in answering the question, detail the steps you might take to try to solve the customer’s problem yourself—and how you might deal with any frustration they bring to the conversation. 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