If You Have No Customer-Facing Experience at All: What Drew You to Apply to This Job. Providing exceptional customer service is a team effort that requires constant collaboration to build a strong, positive image of the company. Talk about that. I would also give them a timeline for a solution and make sure they felt valued by thanking them for their feedback.”. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. Almost all answers should formulated in a positive tone and focusing on the clients and solving their issues. 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. Welcome to Top 20 Customer Service and Help Desk Interview Questions and Answers. Experienced candidates will have deep knowledge of products, services, and customers they’ve worked with. These are a few common IT support interview questions and answers. Why this job? 1. Similar job titles include Customer Support Professional, Customer Support … 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. 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. Customer Support Specialist job description. Before your interview, it’s important to “figure out your story. A business is relying on its agents to represent the business while addressing customer issues or concerns professionally. Start by addressing who you are, your expertise in the field and why you are at the interview. Company policy only allowed me to offer the customer store credit since he didn’t have a receipt. Of course, getting yelled at all the time can start to weigh on anybody. “Be sure to think of an instance where you had to gain an understanding of why the customer was being difficult,” Bugg says. Support Specialists, also known as Technical Support Specialists, work for an organization to resolve all their IT issues, or work at a help desk to resolve individual customer issues. 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. Learn about interview questions and interview process for 628 companies. If you’re coming from a different field where you have experience interacting with customers, “I want to know why they’re looking to transition into a customer support role,” says Bell. 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. It’s better for everyone involved if you actually like your job. I was voted Most Outgoing at my last job and small talk is one of my talents.”. What are is your greatest weakness and what are you doing to improve on it? Both types of customers can be difficult to work with. I’m also really interested in learning more about how automation can make the customer service process faster and more efficient.”. The biggest mistake you can make in your interview would be complaining about customers and other people. If you use the product, that’s great—and you can talk about that. 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 … This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. That should be in your answer. Its aim is to … Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. Candidates should be aware of basic technical knowledge and computer troubleshooting questions and answers. “I’ve always been a people person who loves helping others. Don’t pretend to be a Salesforce expert when you’re not. Bell says that you should keep in mind the specific customer service job you’ve applied to when answering this question. First, I would try to get all of the information possible from the transferring rep. Second, I would ask the customer if they could tell me about the issue again in their own words. Most customer service positions will be focused on one (or at most two) methods of communication. Despite all of these differences, the core skills and qualities needed for a customer service job are the same. I was proud of developing an employee survey for Help Desk support. “I don’t have experience with Salesforce, but I have always been good at picking up on new software quickly. We’ll 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. Free interview details posted anonymously by Doist interview candidates. ), opening mail, and editing for InvestorPlace.com. You submitted applications and sat refreshing your email, hoping for a response. “To me, customer service means ensuring that the client or customer has the best experience possible. 84 HubSpot Customer Support Specialist interview questions and 59 interview reviews. 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.”. Finally, customer service is about clearly explaining solutions to clients. 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). 1. Hourly Rate $33/hr. There are 7 other behavioral interview questions that you’re very likely to hear, too, though. 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.”. 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? 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. In college, I was in a student group that put together a lot of fundraisers and charity events. 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. 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. In this video we will cover some of the most popular and expected questions… Closing the Interview . Do you get genuine fulfillment out of helping people? 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. Ask this question to determine if a candidate is willing to go the extra mile for a customer, even in a tense situation. Learn about interview questions and interview process for 25 companies. 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. Customer Support Specialist Frequently Asked Questions in various Customer Support Specialist job interviews by interviewer. 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. If you don’t have experience with the particular tool or software you’re asked about, you can still answer this question. How to Answer Customer Service Interview Questions. 1. 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. Do you love problem-solving? What Do You Know About [Our Product or Our Company]? “I’m not looking for someone to magically fix the situation, just looking for someone to take ownership over it,” Bell says. Technical Support Specialist; Customer Experience Specialist Interview Questions. Let me find out for you,’ and take steps to find a solution. Answer : Both are extremely important. Tell Me About a Time You Assisted a Customer Who’d Worked with Multiple Agents and Didn’t Get the Help They Needed. If there was, I’d follow the standard steps based on this new information. 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. “Describe a time [when] you remained calm—understanding the customer wasn’t directly upset with you—and were able to empathize with them and suggest new ideas or improvements based on what was being communicated to you by the customer to partner in de-escalating the situation.”. “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. 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. However, the most important, as described … If You Have Some Customer-Facing Experience: Why Do You Want to Transition Into Customer Support? 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. So I’m going to leave you with those as well. If you need more job interview materials, you can reference them at the end of this post. 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. Ideally, you’ve applied for a job where you’d be using a medium you’re comfortable with. 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. 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. This goes back to the central problem-solving aspect of customer service. An example answer to the ‘Tell me about yourself’ question “I’m a proactive Customer Service Assistant with 4 years of experience handling various functions of Customer service, from dealing with dissatisfied customers to … Customer service refers to the part of a business which … The right interview questions reveal useful information because they force interviewees to think on their feet and draw on … 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. The goal would be to identify whether there was any miscommunication. 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. You’ve landed a customer service interview. “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. 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. I decided to call the soup kitchen and not only did they have extra tables, but they were also able to send them over in the van they used to pick up donations. And recruiters and hiring managers know that. Or maybe you love the company’s mission and want to be a part of it. All of these components of customer service lead to happy and loyal customers, which I know is the ultimate goal of … That’s OK, too! With an additional 8 professionally written interview answer examples. COM Customer Support Specialist Job Interview Preparation Guide. If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. Before you go into your interview, reread the job posting and note any software or other specialized tools mentioned. 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 … 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. They will have ready answers for the situational questions and excellent … To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. Help Desk Specialist Interview Questions. 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.”. Customer Support Specialist interview questions | InterviewAnswers “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. Many interviewees stumble on this question. To be prepared to answer this question, think about the difficult situations you’ve been in, and how you dealt with them. 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. I must note that she was not a very fluent English speaker, and there were moments when it was a bit hard to understand her. 40 customer support specialist ~1~null~1~ interview questions. He thanked me for my patience and told me he would tell his friends about his experience.”. 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. 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. *Indeed provides this information as a courtesy to users of this site. 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.”. Feel free to customize job duties and requirements based on your company’s needs. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.”. It can be difficult so make sure you think about your weaknesses prior to going into any interview. Answer:-In most cases, working as a customer service representative will also mean opening customer accounts or … In this post, you can reference some of the most common interview questions for a office support specialist interview along with appropriate answer samples. It was a little like a roller coaster ride. I understand that to them, I represent a company that has done something they see as wrong. We regularly pooled our knowledge and resources to address tricky customer complaints and handle a large amount of incoming calls during peak times. If you’re not found out during the hiring process, it’ll be clear once you start the job. Customer Service Professional Interview Questions ; Question 28. Please note that we are not your career or legal advisor, and none of the information provided herein guarantees a job offer. If this is one of your first customer service interviews, you’re likely nervous and wondering what to expect. 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. If You’re an Experienced Customer Service Representative: Do You Have Experience with [Salesforce, Other Programs]? 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. Communication skills: “Customer service is a ‘people’ business,” 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 … Location United Kingdo... United Kingdom. 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. 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. What to look for in an answer: “Teamwork is essential for success as a customer service rep. At my last job, I worked closely with a cohesive team. Is customer service just the first step in your career plan? This question evaluates how you’ll do in whichever medium the role is focused on. And you have to consider how you’ll keep going even when that 50th person goes off on you—not just so you can tell the interviewer but so you know for yourself that you can manage the job. Free interview details posted anonymously by HubSpot interview … 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. So you’ve done it. Customer Service Specialist with Freshdesk and Gorgias Experience. I knew I had to help them quickly reconnect so that they could complete their assignment on time without added stress. It’s my job to try to help them and try to improve their idea of the company. 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. Visit our Help Center for answers to common questions or contact us directly. 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 Overall enjoyed the process! After letting him vent, listening intently to his concerns and apologizing for the inconvenience, I helped him find a gift for his wife for the same price so he wasn’t out any money. 7 More Sample Behavioral Customer Service Interview Questions. 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. Ask this question to find out if a candidate knows how to respond calmly and efficiently in these situations. The set of questions are here to ensures that you offer a perfect answer posed to you. If you’re interviewing for an entry-level customer service position, you’re less likely to be asked this question. It’s about why you want this customer service job. How Do You Keep Yourself Motivated When People Are Being Mean to You? Be prepared to talk about that and how this specific role fits into your career goals. 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. 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. 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. Even with extensive training and experience, customer service representatives won’t know how to help every customer. The interview took place online with a Customer Support Team Lead, lasted around 40 min. 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. At its core, this question is asking why you’re interested in customer service. Customer service representatives must have a specific set of skills and qualifications to perform their jobs well and be able to communicate that during an interview. This Informative Article Will Help you Prepare for Your Upcoming Technical Support Interview. All right ninjas, let’s get going! What to look for in an answer: “I have extensive experience using live chat software, JIRA for ticketing and Zendesk for customer relationship management. 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. Customer Service Email Handling Answering Product Questions Communication Etiquette Freshdesk . Tell me a time (positive or negative) when you had an interaction with a customer support manager, and you were the customer. Whatever your reason is, you should back it up. We’ve looked at 10 of the most common questions you’ll hear in a customer service interview now. For example, if your experience is waiting tables, Bell would want to know why you want to move into a role where the focus is almost entirely on helping people solve problems. 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.”. What to look for in an answer: “I never pretend to know an answer if I don’t. Bell, for example, bristles at the words, “dealing with customers,” because it shows they don’t view it as something they enjoy doing, it’s something they have to do for a paycheck.” While the phrase isn’t an immediate dealbreaker, she says, it is a red flag that causes her to dive a little more deeply into whether an interviewee really wants to be in customer support and how they’d get through interactions with angry customers. Finally, customer service, customer service that are important for every employee to follow 1 Tell me which most. Are a few common it Support interview questions, it ’ s great—and you make! Only humid eight months of the company finding out about their customer service representatives must possess a for. Fulfillment out of helping people t have experience with these programs, be sure to highlight the transferable skills you! 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