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Customer Service Representative Interviews

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Customer Service Representative Interview Questions

Customer service representatives work in all industries to support the needs of customers and handle questions and concerns. Working as a customer service representative requires certain skills, such as patience, communication, and problem-solving, so interviewing for these roles often involves answering questions related to these essential skills.

Top Customer Service Representative Interview Questions & How to Answer

Question 1

Question #1: What does customer service mean to you?

How to answer
How to answer: An interviewer asks for a definition of customer service to learn more about the applicant's awareness of the role and its importance. When you answer this question, talk about the key duties of customer service reps, including handling issues and answering questions, to demonstrate your knowledge of the department and its role in ensuring customer satisfaction.
Question 2

Question #2: Describe a situation when you interacted with an upset customer and how you resolved their concerns.

How to answer
How to answer: Using the STAR method (situation, task, action, result) can help you tell a story of when you dealt with an unhappy customer and what actions you took to resolve their concerns. Choose a situation that ends with a resolution and a happy customer.
Question 3

Question #3: What skills do you think are most important in customer service?

How to answer
How to answer: Answering a question about important skills allows an interviewer to determine whether your views and values align with those of the organization and the needs of the position. Before your interview, review some of the main skills listed in the job posting and touch on them in your answer.

76,027 customer service representative interview questions shared by candidates

After receiving the first mail from CBA, they will send a link which loads a website-page, and you have to answer some questions (Sorry! I cannot remember clearly, but around 40 questions). There is no right or wrong answer; you have to choose one answer for every question. E.g. If someone comes to the bank and is very angry for a service, what would you do? 1. I ask him to calm down. 2. I will assure them that I will help them. 3. I do whatever to make him happy. 4. I will talk to my manager. OK! But for the digital interview: 1- I did it on my mobile phone! If you have a laptop, use your laptop - not the smart phone. 2- Download an application called "HireVue" 3- Enter a code (which is in your email sent by CBA. 4- There are 2 parts: ---First part: 5 questions ---Second part: 2 Questions: kind of scenario questions For each question, you have 2 minutes to prepare and 3 minutes to answer. Q1: Why CBA? Q2: Tell me about a time you faced a difficult customer. Q3: Why do we have to hire you? Q6: Someone is on the phone, and is shouting at you ...., go on and talk to him!
avatar

Customer Service Representative

Interviewed at Commonwealth Bank of Australia

3.6★
Sep 26, 2017

After receiving the first mail from CBA, they will send a link which loads a website-page, and you have to answer some questions (Sorry! I cannot remember clearly, but around 40 questions). There is no right or wrong answer; you have to choose one answer for every question. E.g. If someone comes to the bank and is very angry for a service, what would you do? 1. I ask him to calm down. 2. I will assure them that I will help them. 3. I do whatever to make him happy. 4. I will talk to my manager. OK! But for the digital interview: 1- I did it on my mobile phone! If you have a laptop, use your laptop - not the smart phone. 2- Download an application called "HireVue" 3- Enter a code (which is in your email sent by CBA. 4- There are 2 parts: ---First part: 5 questions ---Second part: 2 Questions: kind of scenario questions For each question, you have 2 minutes to prepare and 3 minutes to answer. Q1: Why CBA? Q2: Tell me about a time you faced a difficult customer. Q3: Why do we have to hire you? Q6: Someone is on the phone, and is shouting at you ...., go on and talk to him!

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