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Customer Representative Interview
Questions

26 Questions and Answers by Rachelle Enns

Updated August 30th, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Question 1 of 26
Why do you want a job in customer service?
View Answer
How to Answer
The interviewer wants to know why you've chosen this career as that could be an indicator of your dedication to the job. Your answer should be a display of your passion in helping customers.

Here is an interview answer example: "I really enjoy the interaction with people and find no problem answering even the most trivial questions. I get a deep sense of satisfaction when solving problems or helping customers out in one way or another. I've always been a social and outgoing person so a job that lets me talk to and help people is perfect for me."
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Top 25 Customer Representative Interview Questions with Full Content
1.
Why do you want a job in customer service?
The interviewer wants to know why you've chosen this career as that could be an indicator of your dedication to the job. Your answer should be a display of your passion in helping customers.

Here is an interview answer example: "I really enjoy the interaction with people and find no problem answering even the most trivial questions. I get a deep sense of satisfaction when solving problems or helping customers out in one way or another. I've always been a social and outgoing person so a job that lets me talk to and help people is perfect for me."
Rachelle's Answer
"I really enjoy the interaction with people and find no problem answering even the most trivial questions. I get a deep sense of satisfaction when solving problems or helping customers out in one way or another. I've always been a social and outgoing person so a job that lets me talk to and help people is perfect for me."
2.
How would you define really great customer support?
The interviewer wants to know you understand basic customer service. This is a great time to exceed any interviewers expectations by giving a great definition of customer service. Display how you understand customer service and what it means to go above and beyond for the customer. You can also give a specific example of a time you gave excellent customer service!

Here is an interview answer example: "Identifying the customer's needs is the first step to great customer service. Once I understand their needs and wants, I can assist them much better. Once I know I can assist a customer, I do so with a positive attitude. I always want to exceed a customers expectation when I can!"
Rachelle's Answer
"Identifying the customer's needs is the first step to great customer service. Once I understand their needs and wants, I can assist them much better. Once I know I can assist a customer, I do so with a positive attitude. I always want to exceed a customers expectation when I can!"
Anonymous Answer
"It's about meeting customer needs. Pay attention to them. Be gentle yet firm when handling difficult customers. Act positively."
Rachelle's Answer
Great response! I have reworded this slightly, to add impact.
"Great customer support is all about meeting the customers' needs. First, it's important to pay attention to the customer, always being proactive and positive."
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3.
If a customer says you are taking too long to solve the issue, what do you do?
Sometimes, the delay in providing service isn't even your fault. It could be the fault of the system, the IT guys, phone issues, etc. It's how you respond to the customer that's a point of issue for the recruiter. Your answer could go like this, "First of all, I'd ensure the customer that their concern had been addressed promptly. Aside from issuing a sincere apology, I'd also do my best to explain the reason for delay. To make the customer feel that they are a priority, I'd give them updates every now and then regarding their request."
Rachelle's Answer
"First of all, I'd ensure the customer that their concern had been addressed promptly. Aside from issuing a sincere apology, I'd also do my best to explain the reason for delay. To make the customer feel that they are a priority, I'd give them updates every now and then regarding their request."
4.
Why are you the best fit for this job?
This is a great time to match the qualities that you have with the qualities they have requested in their job posting or internal job description. If you haven't done so already, re-read the job description and requirements with the job posting you applied to. If the job posting has comments like, 'Must be a great communicator'. You will want to talk about your communication skills with the interviewer.

Rachelle's Answer
"I feel that I am the strongest candidate for the job because I bring everything that you are looking for in your next employee. I believe my communication skills are my best asset, I thoroughly enjoy pleasing customers, and I have experience using the customer service software you have described in your job posting. In addition to possessing these qualities, I have an excellent track record as a customer service representative which gives me a running start at this job."
5.
After three months on the job, where do you see your performance being?
Usually, a lot of time, effort, and resources are put into training new hires. Most likely, the recruiter is trying to determine if you're worth all the fuss. Your answer should show that you'd be an asset to the team, not a liability.
"I've always been a quick learner, so one month is good enough for me to learn the ropes. I believe in giving my all in whatever I do so I can assure that you that I'll be at my best at my third month."
Rachelle's Answer
"I've always been a quick learner, so one month is good enough for me to learn the ropes. I believe in giving my all in whatever I do so I can assure that you that I'll be at my best at my third month."
Anonymous Answer
"After three months on the job, I see myself having created rapport with my customers, know their needs, and wants in advance and effectively execute queries in the least time possible."
Rachelle's Answer
This is a great start! I have revised for flow/formatting and included product knowledge as a consideration.
"After three months on the job, I see myself confident in product knowledge and the ability to build excellent rapport with my customers through anticipating needs, and efficient execution of queries."
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