INTERVIEW:
QUESTION AND ANSWER
Prepared by: Sheilla Mae Melloria
Tell me about yourself?
First of all thank you for giving me the opportunity
to be interviewed today. My name is Sheilla Mae
Melloria. You can call me “Mae”. I have a degree in
Bachelor of Elementary Education & a license
professional teacher. In terms of job experiences, I
used to manage a small sari-sari store business for
almost 3 years. I can describe myself as an easy
going person that works well with others and I take
great importance to my personal development.
Why should I hire you?
I may not have no experience, it
doesn’t mean I am not suitable for the
company. To be honest, i want to start
being a beginner as a trainee and also
a learner to this prestigious company
my eagerness and willingness will
hire me.
What makes you unique from the
other applicants?
I don’t want to compare myself to other
applicants because all of us are unique in
our own ways.I will take ownership of my
personal development by learning and growing
so that I can add value to the company.
Are you actively looking for other job
opportunities besides this one?
To be honest, I’m looking at a few
opportunities to see what companies are the
best for me, but so far I really like what
I’m hearing about the company and its
culture. I’m excited to learn more.
Why should we hire you?
You should hire me because I’m genuinely
passionate about the company and excited to
contribute to its success. With my relevant
experience being a dependable and fast
learning individual. I’m confident that I
can make a meaningful impact in the role.
Where do you see yourself in 5
years?
In five years, I hope to have taken on
additional responsibilities and made a
meaningful impact in my field. I am
dedicated to personal and professional
growth, and hope to have found a role that
allows me to continue learning, develop my
skills and make a positive contribution to
my organizations.
What sets you apart from other
candidates?
I believe that my combination if motivation,
teamwork, communication skills and a strong
ethic set me apart from other candidates.
These qualities allow me to take a proactive
approach to my work, collaborate effectively
with others and consistently produce high
quality results.
Question to ask for the interviewer
What are some opportunities for professional
development available to employees?
What motivates you?
I’ve always been driven by self motivation.
I’ve always had the understanding that it is
up to me to get the results I desire, which
has pushed me to do the best I can in all my
roles, and has driven me to succeed.
How do you adapt to change?
When adapting to change, I first make sure I
keep a positive mindset. Change can be
difficult, but by embracing growth and
staying optimistic, I can navigate change
and continue to have a positive impact in my
role.
What’s your biggest weakness?
Saying no used to be a weakness of mine. I
always felt the need to help others, which
made it hard to turn people down. However, I
realized overcommitting kills productivity.
Now, I consciously avoid taking on too much
which boost my efficiency.
Why are you the best person for the
job?
I’m the best person for this job because I’m
driven, hardworking and dedicated to
continuous learning and improvement. I’m
excited about the opportunity to add value
to your team and contribute to the growth
and success of the company.
How do you handle constructive
criticism?
I think constructive criticism is very
important/ I see it as an opportunity to
grow and learn. No one is perfect in
everything so when I get feedback I reflect
on what was said, implement their advice and
ultimately improved.
Are you overqualified for this job?
I would refer to myself as fully
qualified not overqualified to do the
job. I believe my qualification will
enable me to reach the expected level of
productivity for this job faster and
with less training. I would never take a
job that I wasn’t interested and
committed to.
What attracted you to this role?
I am attracted to this role because i want to bring
my skills and passion to a company that is making a
positive difference in the world. I am also looking
to take my customer experience skills to the next
level and to provide the kind of above and beyond
service that inspires customers your company is the
perfect place for me to do that.
What are your greatest strengths?
Well I would have to say that one of my greatest
strengths would have to be my ability to problem
solve. I’ve always found myself able to assess a
challenge in order to come up with solutions that
have been most beneficial when facing unexpected
challenges. Therefore, I pride myself on remaining
calm and adaptive ensuring teams stay or tract and
remain motivated.
What’s your biggest weakness?
My biggest weakness is that I am my harshest
critic. Whenever I work on something, I heavily
pick it apart. However, I’ve noticed that because
of this, I am very attentive to both big and small
details, ensuring that my work is always high
quality.
Why should we hire you?
You should hire me because after having reviewed
the job description, I noticed I have the relevant
skills and experience needed for this role. My
enthusiasm, dedication, and rapid learning ability
ensure that I can quickly come up to speed and
contribute value.
How do you adapt to different
situation/change?
Well adjusting to new situations is all about seeing
them as opportunities to learn and grow. Whenever I
face a new situation the first thing I like to do is
take a step back to try and see if I can get a sense
of the broader picture. Then I like to create a plan
to approach it systematically. This approach has
helped me tackle unexpected challenges and learn from
them as well.
Why should I hire you?
There are two reasons i should be hired. First,
my qualification and relevant work experience
in the customer service match your needs
perfectly/ second, I’m excited and passionate
about this industry and will always give 100%.
Do you manage your time well?
I’m good at managing my time. I stay busy
both at home and my personal development
being able to manage my time necessary for
me to do everything that I want to do.
Where do you see yourself in 5
years?
I would like to be doing meaningful and engaging
works that makes a significant contribution to
the company. My immediate goals is to become a
productive and valued team member as quickly as
possible. Longer term, I aim to make the most of
opportunities and challenges to broaden my
knowledge and skill set and expand my role.
What sets you apart from other
applicants? What makes you unique?
What truly differentiates me is my passion for
continuous learning and adaptability. I’ve always
found myself able to adapt quickly to situations
to resolve any challenges because instead of
seeing obstacles, I see opportunities to grow.
While I do respect all candidates that have the
skills for the role, I believe my unique blend of
expertise gives me an edge in adding value to
your team.
Where do you see yourself in 5
years?
Thank you for asking! I’ve thought about
this a lot lately and within the next 5
years, I see myself having gained many new
skills and experiences through this company.
Through those developments, I hope to have
made significant contributions to the team,
allowing me to step into a bigger role
within this company.
What would you do if one day you
suddenly woke up in a body of the
opposite gender?
It would feel bad at first, but I know for sure
that no matter how things go on, we don’t have
an option but to accept reality as it is and
live life as if there’s no tomorrow.
If you would fail this interview, what
do you think is the reason?
The world offers an infinite number of
doors. If I were to fail this interview
maybe because you don’t need a dedicated,
passionate, and committed person that will
add value to your company.
Describe your ideal working
environment?
My ideal work environment is healthy and
competent. Where everyone is helping
each other to grow.
Why should we hire you?
I believe there is no reason for you not to hire me
because I'm what you’re looking for. I may not have
direct experience in a call center but I have
experience in customer service as I used to manage a
small sari sari store business and am very much
willing to learn more about the BPO industry. I am
dedicated to my job and I can work with minimum
supervision. Therefore, I would say that the
attribute that I have is worth hiring. Thank you!
What is your expected salary
expectation?
The fact that I am given the opportunity to
thrive through my very first job interview I’m
already very grateful. I would appreciate the
entry level package that the company will offer
me. Rest assured, I will work hard to grow my
career so that my compensation will also grow
as I stay longer in the company.
How to provide loyalty when you have
professional goals outside BPO? Tell me about
your plans.
In all honesty, my immediate goal right now is to kick start my
career and start helping my parents provide for the family.
Teaching will always be my fall back and probably my long term
goal but I’m not closing my doors with all possibilities. I
know a lot of licensed educators who chose not to practice
their profession, instead they found opportunities in the
corporate world especially in the BPO industry. I would like
to explore the many opportunities that this industry can offer.
I am very excited to learn and experience the great stories
I’ve heard about BPO and with my dedication and passion to
work, who knows I may see myself growing and working in this
industry for a long time. Thank you!
How did you cope with a recent life
disappointments?
I have my share of life disappointments but I always
celebrate my imperfections and learn from those.
Recently, I was supposed to —--
I’ll make sure that nothing will ever stop me again from
fulfilling my dreams. I believe that I am a
strong-willed individual who is limitless and can do
everything that I put my mind into. Thank you.
What do you understand about the
term customer satisfaction?
Customer satisfaction is when the customer is satisfied
with your service or the product that you offer, also
meeting their expectation and desire…
What makes you decide to join our
company?
Your company is the type of company I would like to
work with because it has a good reputation which
shows how you value your employees and also you
provide training to newbies…
What is your idea of a call center?
For me, a call center is the frontline of all
customer interactions. It's the job of a call center
agent to listen and understand the customer's
concerns while providing helpful information to solve
the problem.
How to de-escalate a call?
I understand your frustration about the unexplained increase in your
monthly charges. I would also feel the same way if it happens to me
but my goal for today is to resolve your concerns as soon as possible.
I will ensure that the details of your bill will be explained clearly
as we both go through the bill together. Here is what we need to do,
can we please check the bill together? Thank you for going through the
bill with me. We really appreciate your time and cooperation. It is
our goal to make sure that our customers are involved in managing
their accounts with us as we value your business with us. What we can
do for you is this…
What is the difference between
honesty and integrity?
The difference between honesty and integrity is that honesty is an
act of telling the truth or being truthful while integrity is a
consistent and strong moral character and adherence to strict
ethics and principles. In the workplace, I can be honest and tell
the truth to my co-workers and customers while dealing with them on
a day to day basis whether it is positive or negative. However, I
may not think about the consequences of telling the truth all the
time. On the other hand, as an employee I will always uphold not
only the truth but what is right for the customers, co-workers and
the company in general even when nobody’s watching. This is what
integrity means to me that I will always keep in mind as an
employee. Thank you.
How confident are you with yourself?
I’m confident about myself because I know exactly
who I am. I have discovered my strengths and
weaknesses through time. I celebrate my strengths
and share my best practices to people while I
continue to hone my skills and improve on my
weaknesses. I love being confident but I always
make sure to uphold humility at all times.
What is your edge among the other
applicants?
I am truly proud to say that my edge amongst the other
applicants is my unique story of dedication, hard work and
passion to succeed in life. I come from a poor family and
our family situation fueled me to work hard and finish my
studies. I finished my college degree because of my ever
supportive parents who did everything they can to make ends
meet. My life’s journey will be my advantage in joining
your company and hopefully my story of perseverance and
persistence will bring me success in the future. What is a
better way to start achieving my dreams than working here
in your prestigious company. Thank you.
What is the difference between
emphathy and sympathy?
Empathy means you’re putting yourself in someone else's
shoes and it involves feeling what someone else feels.
You can only empathize with one person’s feelings or
emotions if you really understand the situation because
you experience it yourself. In contrast, sympathy
involves understanding someone else’s emotions but only
limited to your own perspective. You may feel that
someone is going through something but you may not
necessarily understand what they’re going through
because you haven’t really experienced it yourself.
Is the customer always right?
In customer service, one thing I have learned is your customer will
always be your priority because they are the reason why the business
stands. I would say yes, they’re always right even if sometimes their
concerns are out of the box, unconventional, totally unexpected and
perhaps a few times unreasonable. We may encounter customer concerns
that are beyond our scope rooted from a misunderstanding of a
company's policies and regulations but the goal is to make things
clear and let them understand where the gaps are. Therefore our goal
is to resolve their concerns in all ways possible, may it be favorable
to them or not. Customers are always right because they may make or
break a business. At the end of every transaction, our goal in
customer service is to resolve customers' concerns to their utmost
satisfaction and keep their business with the company in all ways
possible. Thank you.
How do you deal with pressure and
stress?
As a first time applicant, I mostly experience pressure
and stress at home. I come from a poor family and most
often my parents cannot provide financial support right
away. Luckily, I was able to relieve all the pressure
and stress by taking small steps and being with my
supportive family and friends. At the end of the day the
reason why I want to succeed in life has always been my
family. Thank you.
Why should we hire you?
I applied for the position because I know that I have the
requirements that you’re looking for. If I am given the chance
to get this job I will work hard to prove my worth as a
customer service representative. I have sufficient experience
in dealing with people with different personalities may it be
in school, in my household, and in my community. I easily adapt
to people in certain situations. Most importantly, I really
need a job to sustain my needs and to start helping my family.
I cannot wait to go back home and tell my parents that I
already have a job. For those reasons, you should hire me!
Would you rather time travel to the
past or future?
I would rather not choose between the two because
my past mistakes has taught me a lot and I would
let my future be in the future so that I can feel
and appreciate the sweetness of the word “success”.
How would you handle an angry
customer?
First I'll listen to what they want to say.
Once done, politely ask them questions for you
to fully understand their concern and assure
them and let them feel that you are willing to
help, while probing all your resources to come
up with a resolution.
How will you convince and iPhone
user to switch to keypad phone?
A keypad phone has only basic functions like
texting and calling but you can expect that the
battery will last for so many days so it is
good to use as an emergency phone. You can
still use an iPhone while owning a keypad
phone.
What makes you unique from the
other applicants?
I don’t want to compare myself to other
applicants because all of us are unique in our
own ways.I will take ownership of my
professional development by learning and
growing so that I can add value to the company.
What is a measure of success?
The true measure of success is how many
times you can bounce back from failures.
Describe yourself in one word and
elaborate?
I would describe myself as a
SEED —-- I won’t stop growing
and bearing fruits for others
to eat.
Do you believe that customers are
always right?
Customer is not always right, but they have rights.
Rights to be frustrated, to be mad, to be
unsatisfied, etc. you need to understand what they
feel and to provide customer satisfaction because
at the end of the day they are the ones why the
business exist.
What are your short term and long
term goals?
To pass this interview would be my short
term goal. And to be working with this
company and be successful in getting a
higher position is my long term goal.
How would you describe colors to a
blind person?
Don’t bother understanding the colors on what
my eyes can see. The colors you see in your
world is way more better than the colors of the
world that I can see.
Tell me about a time when you
handled a difficult customer?
Once upon a time. There was a boy who bought a
biscuit worth 8 pesos. He’s money on hand is 20
pesos so I gave him a change of 12 pesos
consisting of 2 sets of 5 peso and 2 sets of 1
peso coin. However, the child came back, with
his father father complaining that the biscuits
I gave is the wrong one. I explain it is what
the child said when he bought it. Now the father
wants a different one so I happily agreed to
exchange in return. What I learned from that is
to be calm in handling the situation.
Rea Ninja YOUTUBE
TELL ME ABOUT YOURSELF?
Describe yourself in 3 words?
I would describe myself in 3 words as RESPONSIVE,
PASSIONATE, and FLEXIBLE.
I am responsive meaning I will do what you need me to do
quickly and to a great standard.
I am passionate about my work which means I will get
more work done than the average person because I do what
I do.
Finally, being flexible means you will be hiring someone
who is prepared to work overtime and complete duties
outside the scope of my job description to help the
company.
Tell me a little about yourself?
I’m an easy going person that works well
with everyone. I enjoy being around
different types of people and I like to
always challenge myself to improve at
everything I do.
Why should i hire you?
How to close an interview
That’s all the question I have for you, but I’m
really excited about this opportunity. Will you
move me forward?
What motivates you?
I’ve always been driven by self motivation.
I’ve always had the understanding that it is
up to me to get the results I desire, which
has pushed me to do the best I can in life
and has driven me to succeed.
How do you handle an irate
customer?
I would let them vent out first then
acknowledge the concern or frustration,
relate and empathize, and lastly provide
assurance that resolution will be provided.
How would you define teamwork and
why is it important?
Teamwork is just like a asic foundation of a
building, it will never be build and
standing when one is not included.
What’s the best advise that you will
give to your 12 year old self?
Let yourself enjoy and make memories. Don’t
rush into adulthood because you can’t turn
back time.
Tell me about yourself? NO
EXPERIENCE
As I am fresher, I learn new things quickly
and perform tasks accurately. I have no
experience in this field.
Do you prefer working independently
or on a team?
I enjoy a blend of both. I find i do some of
my work when I can focus alone but I also
value collaborating with my colleagues to
come up with strategies and new ideas to
improve the company.
What is your weakness?
I am afraid to making mistakes but i believe
it is part of my progress in trying to
improve myself.
What is your gauge understanding of the BPO
industry..describe the responsibilities of a call
center agent?
To me, a call center agent is the voice a
company or a brand. Depending on the needs
of a brand so,e of them could be taking
calls to answer questions or troubleshoot
issues or even sell products and services.
