As our next Customer Service Agent, you will be expected to know many facets of the British Airways business. Have you ever held a role where knowing your business from back to front was necessary for your role?
The customer services team at British Airways is often the face of the company to customers. In this role, you will be expected to know all of the details on flight scheduling, ticketing, baggage policies, and many other areas of the business, so you can explain details to customers in your interactions with them. To get at your ability to be as knowledgeable as possible in this role, your interviewer is asking this question to see if you've had to do this in any previous roles you've held. As you answer this question, talk about the position you've held that required a vast knowledge base about the organization you worked for, and explain why having that knowledge was critical to the role. Make sure that you also reiterate to your interviewer that you are willing to learn and master every aspect necessary for this role.
"In my current role, I work with people over the phone and with people who come into our store. I'm most often the first face they see to meet their needs, I know our entire product catalog off the top of my head and also know our entire sales and marketing teams to be able to direct customers to the right person, when necessary. When I was hired for my current job five years ago, I took it upon myself to familiarize myself and learn our products and staff in a short amount of time to be the expert representative of my organization and, if hired at British Airways, I would work hard from the start to gain this same level of expertise in this role."
