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Qantas Airways Customer Service Agent Mock Interview

Question 2 of 22 for our Qantas Airways Customer Service Agent Mock Interview

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Question 2 of 22

Have you ever had a job where you provided service over the phone? What key skills from that experience would you bring to this role?

"I've had two jobs where I did a lot of work with customers over the phone. In high school, I worked for a food chain and took customer orders over the phone. In my current job, I work the phone lines for incoming service calls. In each of those roles, the key to my success was mastering the business and the products that I worked with. With the pizza chain, it was knowing our entire menu off the top of my head and knowing the hot specials each day. In my current role, I know our entire product catalog and services our technicians provide to be able to help diagnose customer issues. While the knowledge was a priority, my friendly attitude and willingness to serve others took over and helped me be very successful in both of these roles; I look forward to bringing those skills to the team here."

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How to Answer: Have you ever had a job where you provided service over the phone? What key skills from that experience would you bring to this role?

Advice and answer examples written specifically for a Qantas Airways job interview.

  • 2. Have you ever had a job where you provided service over the phone? What key skills from that experience would you bring to this role?

      How to Answer

      As a Customer Service Agent at Qantas Airways, you will be expected to provide great service, accurate information, and resolve issues for potential customers over the phone. To understand your ability to effectively handle this aspect of the job, your interviewer is posing this question to you. If you do have past experience in working a phone line, talk about that experience and the skills you used to provide great service. Most importantly, be sure to talk about the things you learned in that job that you will be able to use in this role as a Customer Service Agent. As you answer, try to focus on the things you did over the phone to provide the best service possible to prove your worth in this role with Qantas Airways.

      Answer Example

      "I've had two jobs where I did a lot of work with customers over the phone. In high school, I worked for a food chain and took customer orders over the phone. In my current job, I work the phone lines for incoming service calls. In each of those roles, the key to my success was mastering the business and the products that I worked with. With the pizza chain, it was knowing our entire menu off the top of my head and knowing the hot specials each day. In my current role, I know our entire product catalog and services our technicians provide to be able to help diagnose customer issues. While the knowledge was a priority, my friendly attitude and willingness to serve others took over and helped me be very successful in both of these roles; I look forward to bringing those skills to the team here."

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "Yes, I have had a few, many years ago I worked in a store and bakery where I would take calls and direct them to the right departments, take orders, deal with customer complaints, etc. Recently being a business owner I would deal with a multitude of calls ranging from customers to suppliers and contractors, so I feel I have the capacity to deal with over-the-phone matters"

      Marcie's Feedback

      I have had several jobs in the past that involved providing service to customers over the phone. For example, I worked in a bakery where I took calls and directed them to the right departments. In this role, I also took orders and handled customer inquiries and complaints. More recently as a business owner, I've used the phone to handle many business matters. I'm accustomed to talking to customers, suppliers, and contractors on the phone. All of these experiences have taught me to be patient, empathetic, and solutions-oriented. I believe that the skills I've learned, which include being a strong communicator and problem solver, will enable me to excel in this role.

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