You’ve landed a customer service interview. Closing the Interview . Interview Questions. If You Have Some Customer-Facing Experience: Why Do You Want to Transition Into Customer Support? “In my current role, my company doesn’t allow calls to be transferred between support reps on the same level, only up the chain to managers or to different departments. It was a little like a roller coaster ride. 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. How Do You Keep Yourself Motivated When People Are Being Mean to You? This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. 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. He thanked me for my patience and told me he would tell his friends about his experience.”. At my previous job, I helped customers with complex software products and if I didn’t 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.”. Top 5 Tips For Answering Customer Service Questions … This question is asked to evaluate how much research you did before the interview, and to see if you want this customer service job in particular versus any customer service job. Experienced candidates will have deep knowledge of products, services, and customers they’ve worked with. People often apply to customer service roles when they’re first entering the workforce and don’t quite know what they want to do yet. When answering customer service interview questions, it's best to answer questions … Ideally, you’ve applied for a job where you’d be using a medium you’re comfortable with. Of course, getting yelled at all the time can start to weigh on anybody. Why this job? 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.”. What exactly can you expect in a customer service job interview? If there was, I’d follow the standard steps based on this new information. 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. Ask this critical question to gauge a candidate’s commitment to the role and and gain insights about their customer service philosophy. As a potential hire, you’ll have to show that you know how to handle these interactions. Appeasing an irate customer is no easy task, but delighting them can be even more challenging. Do you love problem-solving? Both types of customers can be difficult to work with. This goes back to the central problem-solving aspect of customer service. 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. 1. Many interviewees stumble on this question. Feel free to customize job duties and requirements based on your company’s needs. Practice 32 Technical Support Specialist Interview Questions with professional interview answer examples with advice on how to answer each question. Be prepared to talk about that and how this specific role fits into your career goals. Short of inventing a time machine, there’s no guaranteed method, which makes your interview one of the most important tools you have to vet customer service and support candidates. 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. If you need more job interview materials, you can reference them at the end of this post. Hourly Rate $33/hr. The most common are in-person, phone support, email support, and chat support, but social media is gaining in popularity as well. Let's begin! Customer service is reliant on good, clear verbal communication. 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. Or maybe you love the company’s mission and want to be a part of it. There are indeed many questions you can ask when hiring a Customer Support Specialist, depending on your needs and your industry. What to look for in an answer: “I would apologize, tell them I completely understand how they feel and assure the customer that my team is currently working to fix the problem. “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. What are is your greatest weakness and what are you doing to improve on it? 40 customer support specialist ~1~null~1~ interview questions. 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. Are you happy with your career as Customer Support Specialist? Despite all of these differences, the core skills and qualities needed for a customer service job are the same. It’s my job to try to help them and try to improve their idea of the company. If you’re interviewing for an entry-level customer service position, you’re less likely to be asked this question. For example, if the company sells screen reader and other software, you can talk about how you’re passionate about accessibility and are eager to learn as much as possible about how people interact with these products in their everyday lives. 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. The biggest mistake you can make in your interview would be complaining about customers and other people. Question # 1 Tell me do You Understand Computers? Taking ownership doesn’t mean saying a problem is your fault; it means taking on some responsibility to try to fix the issue. 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. Definitely harder interview questions that I really had to think about. Ask this question to determine if a candidate is willing to go the extra mile for a customer, even in a tense situation. 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. This Informative Article Will Help you Prepare for Your Upcoming Technical Support Interview. If You Have No Customer-Facing Experience at All: What Drew You to Apply to This Job. Beyond listening, customer service is doing everything in one’s power to efficiently and accurately serve each customer. What to look for in an answer: “I have extensive experience using live chat software, JIRA for ticketing and Zendesk for customer relationship management. Technical Support Specialist; Customer Experience Specialist Interview Questions. 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. I really like how your company kept customers like me in mind when designing your products.”. However, the most important, as described … This question evaluates how you’ll do in whichever medium the role is focused on. Customer Support Specialist Frequently Asked Questions in various Customer Support Specialist job interviews by interviewer. 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. With an additional 8 professionally written interview answer examples. For example, if you applied to a phone support job, telling your interviewer you prefer to communicate over email will be a red flag. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. The above interview questions also can be used for job title levels: entry level customer service specialist, junior customer service specialist, senior customer service specialist, customer service specialist assistant, customer service specialist associate, customer service specialist administrator, customer service specialist clerk, customer … What to look for in an answer: “To me, customer service means identifying the root of a customer’s problem and working to find a solution that surpasses their expectations using in-depth knowledge of the company’s service or product. 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. Actionable Steps to Fight Workplace Racism. If possible, you should use the STAR method again and recount an actual situation you handled in a previous role. Questions About Customer Service . 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. I’m also really interested in learning more about how automation can make the customer service process faster and more efficient.”. Before your interview, spend time researching the company and its products and be prepared to speak about them. Be sure to talk about the ways you took ownership of the call—making every effort to be the customer’s last stop and solve the problem—and the results of those actions. Continue Reading. They will have ready answers for the situational questions and excellent … When interviewing Support Specialist candidates, look for individuals with excellent analytical and problem-solving abilities. 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. 40 customer support specialist ~1~null~1~ interview questions. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. 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. In this video we will cover some of the most popular and expected questions… Briefly explain what you mean by customer service and customer support. Don’t pretend to be a Salesforce expert when you’re not. Answer : Both are extremely important. Most customer service positions will be focused on one (or at most two) methods of communication. Location United Kingdo... United Kingdom. “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. I knew I had to help them quickly reconnect so that they could complete their assignment on time without added stress. 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. There are 7 other behavioral interview questions that you’re very likely to hear, too, though. 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.”. 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. If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. It’s better for everyone involved if you actually like your job. 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. You may have already heard a lot of general job interview prep tips and prepared for more universal interview questions. COM Customer Support Specialist Job Interview Preparation Guide. I love talking to people from different backgrounds, finding out about their lives and helping them find solutions to their problems. “I’ve always been a people person who loves helping others. But be honest. 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.”. 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. 485 customer support specialist interview questions. One way to find out what the employer is seeking in qualified candidates is to research the company’s mission statement and website. 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. Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. Learn about interview questions and interview process for 628 companies. 15 Customer Service Interview Questions (With Sample Answers) August 20, 2020. Customer service isn’t only about fixing a customers’ problems – it’s a platform through which customers can express themselves and even give your company advice. Customer service refers to the part of a business which … 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. Office support specialist interview questions & answers. Its aim is to … 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. 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. Again, this question isn’t about why you want a customer service job. What to look for in an answer: “I’m definitely a people person! So get preparation for your new job interview That’s OK, too! Before joining The Muse, Regina worked scooping ice cream, attending parking lots, breaking into cars (legally! If this is one of your first customer service interviews, you’re likely nervous and wondering what to expect. In this post, you can reference some of the most common interview questions for a office support specialist interview along with appropriate answer samples. 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. 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. I was proud of developing an employee survey for Help Desk support. Ask this question to find out if a candidate knows how to respond calmly and efficiently in these situations. If You’re an Experienced Customer Service Representative: Do You Have Experience with [Salesforce, Other Programs]? You submitted applications and sat refreshing your email, hoping for a response. If you use the product, that’s great—and you can talk about that. 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. Bell says that you should keep in mind the specific customer service job you’ve applied to when answering this question. Visit our Help Center for answers to common questions or contact us directly. 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.”. Free interview details posted anonymously by HubSpot interview … 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 Welcome to Top 20 Customer Service and Help Desk Interview Questions and Answers. … “I was working in phone support for a major internet service provider, and a customer came into the phone call already very angry and upset that their computer was not staying connected to Wi-Fi. 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