Customer Service Representative Interview Questions

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Customer Service Representative Interview Questions

Customer Service Representatives work on the front-lines of your business, interacting with your valuable customers. Without great quality customer service, your company may experience serious churn, complaints, a bad reputation, and less growth overall. Hiring for this role requires you to identify friendly and engaging people who put others first and can calmly navigate a variety of customer service interactions. Finding someone who is attentive, a problem-solver, and a great team player is crucial for your building the customer service team. As well, you’ll want to hire someone who can take difficult or unpleasant complaint in stride and remain professional and true to your brand.

When you’re interviewing for this role, imagine you are your customer. Think: Based on their personality, level of professionalism, and interview, are you confident they can represent your company’s brand?

Here’s some fantastic interview questions we suggest for hiring a Customer Service Representative:

• Why do you think you’d be an excellent fit for a Customer Service role with our organization?
• What does above-average customer service look like?
• Tell me about a time that you helped resolve a particularly difficult issue with an unhappy customer. What was the result?
• Can you give me 2 examples of companies that provide great customer service, and why you chose them?
• How long should it take to resolve a customer support issue?
• What are the most important messages to convey in any customer interaction?
• Can you recall a really positive interaction you had with a customer? What happened and what was the result?
• What motivates you to do your job well?
• What qualities does an efficient and engaging customer service team have? What actions do you think they take to work together successfully?
• What are you looking for in a work environment?
• What steps do you take to address and work through stressful situations when they arise?
• How would you past colleagues describe you? What would they say was the main impact you had on the team?