Interview questions practice

Tell me about yourself.

Tell me a little bit about your background.
Tell me about your experience.

How would you describe yourself?

1.-Personal Info

2.- Studies

3.-Work experience and achievements

4.- Hobbies

Hello, my name is Alejandro, I am 29 years old. I had an English course oriented to

call center at an academy called Funval and I'm currently studying Informatic
Science Engineering and also I'm studying Portuguese by my own. I had the great
opportunity to work for 5 years in another call center called Telus International
which was a great experience and I know, I can have the same experience here as
well, and just for you to know, I really love watching movies, playing guitar, and
reading books in my free time.
What do you know about the tasks of a call center agent?
What is your idea of a call center?
What's customer service for you?
Based on what I know a call center agent talk to customers about their services
or products, they also provide solutions to the customer's problems to solve any
difficult situation that the customers are having about their services, it could be
inbound or outbound depending on the campaign, and all of that by providing
an amazing experience to the customers.

As a call center agent, some common tasks include:

1.- Answering incoming calls from customers and addressing their inquiries,
concerns, or issues.

2.- Providing customer support and assistance with product or service-related

questions.

3.- Handling customer complaints and resolving issues to ensure customer

satisfaction.

4.- Making outbound calls for sales, promotions, or surveys.

5.- Updating customer information and maintaining accurate records of

interactions.

6.- Following call center scripts and guidelines to ensure consistent

communication.

7.- Escalating complex or unresolved issues to supervisors or higher-level

support.
8.- Meeting performance targets such as call quality, customer satisfaction, and
productivity metrics.

9.- Using call center software and systems to document and manage customer
interactions.

10.- Continuously learning about products, services, and company policies to

provide accurate information to customers.

What’s your salary expectation?

Actually, to be honest with you, I’m applying for this position in order to get
more experience in this area and put into practice what I can offer to this
company, but if I have to say a number, I would say between 650 dollars to 800
dollars to start.

Are you willing (amenable) to work overtime?

Absolutely, that’s not a problem for me, as long as I get a retribution for it, I’m
ok with it. POWER

Are you willing (amenable) to work on holidays?

Absolutely, that’s not a problem for me, as long as I get a retribution for it, I’m
ok with it.

Are you willing (amenable) to work graveyard shifts?

That sounds good… however to be honest, I have some commitments that I
have to cover during the morning and it could be a little difficult for my current
situation, but if you have more schedules available, I would be more than happy
to hear about them.

Are you willing (amenable) to work shifting schedules?

That sounds good for me… however to be honest, I have some commitments
that I have to cover during the specific hours and it could be a little difficult for
me in my current situation, but if you have more schedules available, I would be
more than happy to hear about them.

How would you deal with an angry customer?

When dealing with an angry customer, the first thing I would do is to remain
calm. I would try to empathize with the customer and understand their
frustration. then I would listen to their concerns attentively and let them speak
without interruption. Once they finish expressing their concerns, I would
apologize for the inconvenience caused and assure them that I will do
everything possible to resolve their issue.

To be honest with you, I would handle an angry customer by listening to their

concerns and empathizing with them, then I would apologize for any
inconvenience they may have experienced and work to find a solution that
satisfies both the customer and the company. Additionally, I would make sure
to keep a respectful and professional tone of voice during the interaction.
High level hiring question
Why should we hire you? - Strengths
I’m a great team player, and I really feel like that’s one skill that really
helped me to have a lot of success with my previous projects. When I have
a team, I end up making friends very fast and that helps me to work better
with them. I’m also very effective at helping my teammates to become the
best version of them without having to push them too much. And if you
hire me I can assure you I will become a great asset for this company.

I would prefer to eat pizza

How would you describe the color red to a blind

person?
Explaining colors to a blind person can be challenging since they don’t have the
capability to see. However, you can explain the color blue to a blind person by
using some references. For example, you could say that blue is the color of the
sky on a clear day, or the color of water in a swimming pool. You could also
describe it as a cool, calming color that is often associated with feelings of
serenity and relaxation.

In my opinion a good way to describe the color blue to a blind person is to say
that it is like the sound of the ocean or the feeling of a cool breeze on your skin.
Another way could be to explain that blue is associated with feelings of
calmness and serenity, similar to the sensation of being in a peaceful and
tranquil environment.
Where do you see yourself in 5 years? - your goals in
this company
In five years, I see myself as a more experienced and skilled professional in this
field, providing even better customer service to our clients, and if I have the
opportunity during the process I would say that I see myself in a higher position
to be able to contribute more to the company and my coworkers.

What is empathy for you?

What is your idea of empathy?
What comes to your mind when you hear the word empathy?
Empathy is the ability to understand and share the feelings of another person. It
involves putting yourself in the customer's shoes, recognizing their emotions
and what they feel at that moment. I consider it means responding with
compassion and understanding. It goes beyond sympathy, as it requires
listening to the customer actively and establishing a sense of rapport with the
customer on an emotional level.

I totally believe empathy allows us to build deeper connections, show support,

and offer help to the customer in meaningful ways. It's about being willing to
help, showing real care, and creating a sense of understanding and unity with
the customer.
What is active listening for you?
What is your idea of active listening?
What comes to your mind when you hear the word active
listening?
Active listening, for me, is fully focusing on and engaging with the customer, By
using both verbal and nonverbal cues to show genuine interest and
understanding. It involves being present in the moment and show back to the
customer that you are paying attention to reflect comprehension and
validation.

Active listening, to me, means to be totally concentrated on the customer,

demonstrating genuine interest through verbal and nonverbal cues, and
reflecting back to demonstrate comprehension. It's about being fully present
and engaged in the conversation.

Tell me about a time when you faced a difficult

situation and how did you handle it?
I remember I faced a challenging situation during a high-pressure project I had
at work once. In order to handle it, I suggested having open communication, I
also delegated tasks effectively, and facilitated collaboration to my co-workers.
In addition I learned that by staying adaptable and focused on the goal, we were
able to successfully complete the project within the given timeframe. It taught
me the value of persistence and teamwork in difficult circumstances.

Thinking of it I remember I encountered a difficult situation with multiple

challenges in my previous job. So I could handle it by taking a proactive and
organized approach. I carefully analyzed the obstacles, thought about a clear
plan of action, and kept open communication with all my colleagues. I tried to
be humble and sought support from my colleagues and superiors, staying calm
and positive under pressure. I also remember we could solve the situation by
fostering collaboration and monitoring progress closely, that way we overcame
the challenges and achieved our goals. This experience taught me the
importance of planning, effective communication, and teamwork in challenging
situations.

Tell me 2 skills you think are very important for

customer service.
- Create 3 skills
Effective Communication: You have to be able to communicate clearly and
effectively which is essential in customer service. It also involves listening to the
customer carefully , understanding the customer needs, and being able to
provide information in a concise and friendly manner. For example, I can ensure
customers feel heard and understood by paying attention to their concerns and
providing clear explanations or instructions.

Empathy: In customer service you need the ability to understand and share the
feelings of others. It plays a vital role in creating a positive customer experience.
For instance, when dealing with a frustrated customer, I can show empathy by
letting them know I’m here to look after their concerns, expressing
understanding, and offering reassurance or solutions to address their issue.

Problem-Solving: Customers often come up to customer service for assistance

with their challenges. That's why being skilled in problem-solving allows me to
identify issues, analyze them effectively, and find suitable solutions. For
example, I can use my problem-solving skills to troubleshoot technical issues,
resolve billing discrepancies, or find alternative options to meet customer
needs.

Patience: Patience is super crucial when dealing with customers, especially in

challenging situations. It means you have to remain calm and composed, even
when you face difficult or irate customers. Demonstrating patience allows me to
listen attentively, address concerns, and find appropriate solutions without
becoming frustrated or overwhelmed.

Adaptability: I believe customer service often requires the ability to adapt to

various situations and customer preferences. You have to be adaptable which
means you have to be able to adjust to different communication styles, problem
-solving approaches, and be able to deliver great customer service to meet the
unique needs of each customer. This skill allows me to provide personalized and
tailored support to enhance the customer experience.

Product Knowledge: You need to have a good understanding of the products or

services being offered in the company which is important for effective customer
service. It involves staying informed about the features, benefits, and usage of
the products or services, by doing so I would be able to provide accurate
information and guidance to customers. By demonstrating comprehensive
product or service knowledge, I can build trust and confidence with customers.

Time Management: Effective time management is crucial in customer service, as

it allows me to provide prompt and efficient resolution to the customer needs
or issues. You have to be able to prioritize tasks, manage multiple customer
interactions simultaneously, and respond in a timely manner to demonstrate
professionalism and show the customers that their needs are being solved.

Positive Attitude: A positive attitude is a valuable asset in customer service. It

involves maintaining a friendly and upbeat demeanor, even when you face
challenging situations. A positive attitude can help in complicated and tense
situations, create a welcoming atmosphere, and leave a lasting positive
impression on the customers.

Conflict Resolution: As call center agents, we often encounter situations where

conflicts arise. You need to have strong conflict resolution skills to handle
disagreements or disputes in a diplomatic and respectful manner. This involves
active listening, remaining neutral, finding common ground, and working
towards a satisfactory resolution.

Attention to Detail: Paying close attention to detail is essential in customer

service to ensure accuracy and minimize errors. It involves listening to customer
information carefully, documenting what happens in the interactions, and
ensuring all necessary steps that are taken to meet customer needs. Attention
to detail helps provide great and reliable customer service.