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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.

76,054 customer service representative interview questions shared by candidates

In the second interview the manager came in and said I have 2 questions... "What was a recent piece of technology that you added to your life and how has it affected it?" and "When have you struggled with technology and how did you overcome the obstacle?"
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Customer Service Representative

Interviewed at Capital One

3.6★
May 29, 2018

In the second interview the manager came in and said I have 2 questions... "What was a recent piece of technology that you added to your life and how has it affected it?" and "When have you struggled with technology and how did you overcome the obstacle?"

The questions are fairly standard and there was nothing that popped out as unusual or overly difficult. In a customer service position you can expect to be asked to role play a difficult call. (They're gauging how pleasant you are, not how knowledgeable you are!) The only question that sort of stood out to me was when I was asked if I had ever been convicted or plead guilty to anything. I answered no honestly, and the interviewer asked me about three more times, as if probing to see if I'd "crack" under the pressure. You will have to pass a criminal background check. It made me feel uncomfortable. Aside from that, it's all pretty standard.
avatar

Customer Service Representative

Interviewed at Discover

4★
Oct 27, 2014

The questions are fairly standard and there was nothing that popped out as unusual or overly difficult. In a customer service position you can expect to be asked to role play a difficult call. (They're gauging how pleasant you are, not how knowledgeable you are!) The only question that sort of stood out to me was when I was asked if I had ever been convicted or plead guilty to anything. I answered no honestly, and the interviewer asked me about three more times, as if probing to see if I'd "crack" under the pressure. You will have to pass a criminal background check. It made me feel uncomfortable. Aside from that, it's all pretty standard.

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