Ensure to review the job description before the interview to familiarize yourself with the programs and software required for this role, if applicable. Should none be listed on the job posting, answer this question by mentioning the most relevant (to the position) programs and software you are proficient in, on a scale of 1 to 10.
"I would rate myself 9/10 in (X program) and 9 1/2/10 in (X software)."
Answer this question by providing examples of your customer service and relationship building skills. Furthermore mention your ability to work under pressure while remaining calm, collected and professional at all times. Lastly, provide an example of a situation reflecting your ability to handle a difficult customer.
"I would remain calm and professional as I must ensure to adequately represent the company at all times. I would calmly listen to the customer, and then would do my very best to assist him/her in a timely fashion. Should I be unable to solve his/her issues, I would immediately get in touch with my superior, or a more experienced colleague should my supervisor be unavailable. An example of a situation with a difficult client is (X situation) when working as a/an (X position title) for (X company). (.... X details regarding the situation and how you respectfully and successfully handled the situation)."
Tell the interviewer your greatest strength(s) which you believe will help you be successful in this role.
"I thrive on challenges and do not hesitate to work long hours to get the job done. I also have strong project management, time management and organizational skills which will absolutely benefit me in this role."
Tell the interviewer your greatest weakness which can nevertheless be a strength in this role. Also mention what you are doing to improve in that area.
"I believe my greatest weakness is that it is hard for me to stop working when there is more to do. I am very focused in my work and wish to complete all tasks by the end of each day. However, it isn't always possible to do so. To improve in that area, I do my best to prioritize and use daily to-do lists to keep track of my duties so that I can get to work as soon as I get to the office in the morning."
Provide an overview of your professional experience while putting emphasis on your experience as per the advertised position, proving you indeed have the qualifications required for this position. This can be experience as a Telephone Operator or a position where you performed similar duties. Review the job description before your interview and answer this question by selecting some of the main duties on the posting and telling the interviewer you have performed these duties in the past, when and how.
"I pursued an Associate's degree in (X field) at UCLA and upon graduation, I worked as a/an Intern for [X company] where I was responsible for [X duties related to the position you are applying for]. Since this internship, I have gained considerable customer service experience working for [X company] where I [X relevant duties] and for [X company] where I was responsible for [X relevant duties]. These are some of the reasons I believe I am a perfect fit for your position."
Always review the job posting before an interview to familiarize yourself with the personality traits the employer is seeking. Answer this question by mentioning some of the familiarity traits listed by providing an example in a professional setting.
"My former employer would say that I am a very hard worker, that I have excellent communication skills and that I am extremely customer-oriented."
Provide an example in a position held in a professional or volunteer capacity, or alternatively in a university setting, e.g., when working on a project with classmates.
"When working for (X company) as a/an (X position title), we had to complete a group project (... what happened in this project where your ethics were tested). As this was dishonest, I (... what you did to remain ethical)."
Answer this question by rating your communication skills on a scale of 1 to 10, adding an example of those skills in a previous position, or alternatively in a volunteer capacity.
"I would rate my communication skills 10/1; I pride myself on my excellent communication skills. For instance, while working for (X company) as a/an (X position title), , I had to (X duties involving advanced communication skills). I did such a good job that my clients told my supervisor how effectively I had worked."
Answer this question by rating your memorization skills on a scale of 1 to 10, adding an example of those skills in a previous position, or alternatively in a volunteer capacity.
"I would rate my memorization skills 10/10. For instance, while working at (X company) as a/an (X position), I had to (X duties involving extensive memorization). I did such a good job that my supervisor praised my work."
It is imperative to demonstrate an ability to effectively serve customers from different backgrounds, notwithstanding the language barriers. Furthermore, while handling calls involving such customers, it is important to always remain respectful and professional despite the frustrations that may occur due to a potential miscommunication.
"I always remain calm, respectful and professional as I know the work involves speaking with individuals from different backgrounds. I let the customers speak slowly and should I be completely unable to understand them, I will do my best to find a colleague or superior able to translate what they are trying to say."
Ensure to review the job posting before the interview to familiarize yourself with the educational requirements for this role. Answer this question by mentioning your degrees and certifications that you have, by putting emphasis on those that are relevant to the position you applied for. Should you hold one or several of the preferred educational qualifications listed on the job posting, tell the interviewer you directly meet the educational qualifications, making you a great candidate for this role - and this is an opportunity for the interviewer to see you did your due diligence before the interview. Alternatively, tell the interviewer why you believe your education has prepared you for this role.
"I read on your job posting that one of your preferred educational qualifications is an associate's degree. As you can see on my resume, I hold an Associate's degree in (X) from (X university), granted in (X year). I also have a Customer Service Certificate, which I am positive will be highly beneficial in this role as I have developed my customer service skills as a result of the techniques learned in my studies."
Ensure to review the job posting before the interview to familiarize yourself with the duties involved, and answer this question honestly to the best of your ability. If you are inexperienced in that area, say so by putting emphasis on your desire to learn and willingness to train.
"I never had to do quotes or calculations during a call, however I am a quick learner and am more than willing to receive training in any area requiring advanced knowledge as my employer will deem necessary."
Always review the job posting before the interview to familiarize yourself with the duties involved and preferred qualifications for the successful incumbent. Answer this question by mentioning the largest switchboard(s) you have had to operate - including the one(s) listed on the job posting if you have such experience, to demonstrate you are indeed the perfect candidate for the job by virtue of your previous experience - and the company(ies) you were working for. Should you not have such experience, emphasize you are a quick learner and that you have a willingness to learn.
"I unfortunately never had to operate a switchboard. However, I am a quick learner and have a strong willingness to learn. I furthermore know that my previous customer service experience will be transferable and that I will be highly successful in this role."
Tell the interviewer about such experience, if you have any, in any position, i.e., a position as Telephone Operator or a position with a different title with similar duties. Should you not have such experience, answer by mentioning you effectively will be able to handle an emergency call, and why will you be successful in such a situation.
"I have never handled an emergency call, however in such a situation, I would remain calm, collected and professional. I thrive under pressure and stressful situations motivate me to give my all."
Answer this question by putting emphasis on respect, good communication and professionalism. You should always take time to carefully listen to customers and ensure you are a good representative of the company. You should demonstrate you have relationship building skills and that you are customer-oriented.
"Customer service involves professionalism, excellent communication and respectful interactions. It is imperative to always listen to what the customers have to say and take their perspective into consideration. It is furthermore mandatory to do your best to resolve their issues in a timely fashion."
Tell the interviewer about your customer service skills by providing an example of your ability to remain friendly and helpful in a professional or volunteer capacity, or alternatively in a university setting.
"I have excellent customer service and listening skills. I am always respectful, friendly, helpful and my objective is to serve all customers as effectively as possible. For instance, (X example reflecting the above.)"
Tell the interviewer about your career goals in ~7 to 10 years from now. Ensure to link your career goals to the company you are applying for to show the interviewer you can be a long-term asset for the company and that you are looking for stability.
"In 7 to 10 years from now, I would like to have grown within the same company I started off with, having acquired skills enabling me to establish myself as an expert in my field. I would love to be responsible for more managerial duties and ultimately lead a team of professionals."
Always ensure to review the job posting before the interview to familiarize yourself with the work schedule. Should an interviewer ask such a question, it is highly likely you will have to work such hours. As such, the interviewer will expect you to have applied for the position after carefully reading it, in turn expecting you to be able to work as needed. Should these requirements be mentioned on the job posting and should you answer in the negative, you may be immediately disqualified. Not only would you not meet a crucial requirement for the role, this would also show you did not carefully read the job posting before applying and the interviewer may think you simply applied to get any job - and as such, you are not serious about working for this employer specifically and/or will not commit.
"I carefully reviewed the job posting numerous times before this interview and am aware of the work schedule. I am willing to work over the weekend, in the evenings and overtime, as required."
Tell the interviewer whether you ever had to quit a job without providing notice, should that apply to you. Mention what led you to quit. In the event this never happened to you, tell the interviewer why this isn't something you would do by emphasizing how reliable and committed you are, and will be.
"I have never quit a job without notice as I am extremely reliable, professional and committed to my employer. Furthermore, should I have serious work issues, I will request a meeting with my employer to discuss them and find reasonable solutions."
Tell the interviewer about your organizational skills in a work environment by providing an example of your capabilities. Provide an example in a professional or volunteer capacity, or alternatively in a university setting.
"I believe excellent organizational skills are essential to successfully perform in any position. For example, if I have to perform numerous duties in a short period of time, I need to know how to prioritize and meet the respective deadlines. I will use lists to keep track of upcoming duties and a calendar to keep track of deadlines."
With the development of computerized telephone dialing systems, many telephone calls which previously required a live operator can be placed automatically by the calling party without additional human intervention. Before the advent of automatic exchanges, an operator's assistance was required for anything other than calling telephones across a shared party line. Callers spoke to an operator at a Central Office who then connected a cord to the proper circuit in order to complete the call. Being in complete control of the call, the operator was in a position to listen to private conversations. Direct Dial (DDD) systems were developed in the 1920s to reduce labor costs as usage increased, and to ensure privacy to the customer. As phone systems became more sophisticated, this sort of direct intervention by the telephone operator was needed less and less.