Ensure to review the job posting before the interview to familiarize yourself with the duties involved and the qualifications required from the successful incumbent.
Answer this question by emphasizing your educational qualifications, experience and personality traits, which provide evidence of your suitability for this role.
"You should hire me because I have the right educational and professional qualifications that you require, as well as the right personality traits. I am a customer-oriented professional, an excellent listener and have excellent relationship building skills."
Tell the interviewer about your knowledge of the company you applied for. It is imperative to always conduct your due diligence before an interview by reviewing the job description, company website and social media pages to familiarize yourself with the company and work involved.
It is also important to show the interviewer you did not apply to the advertised position simply because you are looking for just any job, but that you wish to work for this company specifically.
"I reviewed the job description and website before this interview and know you are a company specializing in (X services you noticed on the company website). I am particularly excited about (X programs/initiatives) that I saw on your (website/social media pages) as I (X reasons you are excited about these programs/initiatives, such as passion or similar initiatives undertaken in school or volunteer capacity)."
As a Telephone Operator you will sometimes come across very abrasive personalities. Share an experience you had in dealing with a difficult customer and how you handled the situation.
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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)."
What is your greatest strength, and how will it help you as a Telephone Operator?
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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."
6. Being a Telephone Operator can be stressful and fast-paced. How do you handle high pressure situations? Tell the interviewer about your stress management skills and ability to work under pressure. Here is an answer example: "I thrive under pressure and always remain calm in stressful situations. This is an opportunity to perform to the best of my abilities."7. What are your strongest computer related skills? 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. Here is an answer example: "I would rate myself 9/10 in (X program) and 9 1/2/10 in (X software)."8. How would your current or former employer describe you? 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. Here is an answer example: "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."9. Tell me about your experience as a Telephone Operator. 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. Here is an answer example: "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."10. What is your greatest weakness, and what are you doing to improve in that area? 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. Here is an answer example: "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."11. Name a time when your ethics were tested on the job. 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. Here is an answer example: "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)."12. How would you rate your communication skills? 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. Here is an answer example: "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."13. How would you rate your memorization skills? 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. Here is an answer example: "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."14. As a Telephone Operator, how do you or would you handle calls involving individuals who are difficult to understand due to language barriers? 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. Here is an answer example: "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."15. Tell me about your post-secondary education. 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. Here is an answer example: "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."16. Have you ever quit a job with no notice? If so, tell me about the situation. 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. Here is an answer example: "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."17. Are you willing to work overtime, evenings, weekends or holidays if required? 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. Here is an answer example: "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."18. What are your long term goals? 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. Here is an answer example: "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."19. Being a Telephone Operator requires excellent customer service skills. Do you consider yourself friendly and helpful? 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. Here is an answer example: "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.)"20. What does good customer service mean to you? 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. Here is an answer example: "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."21. Have you ever handled an emergency call? If so, tell me about it. 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. Here is an answer example: "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."22. What is the largest switchboard you have ever had to operate, i.e., how many lines? 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. Here is an answer example: "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."23. Have you ever had to do quotes or calculations on the fly, during a call? 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. Here is an answer example: "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."24. Tell me about your organizational skills. 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. Here is an answer example: "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."
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