What to look for in an answer: âI would apologize, tell them I completely understand how they feel and assure the customer that my team is currently working to fix the problem. It was a little like a roller coaster ride. Can You Tell Me Which Is Most Important A Good Product Or Fast Service? However, if this came up, I know that I would want to do everything I could to be the one to solve the customer’s issue and avoid transferring them again. Bell says that you should keep in mind the specific customer service job you’ve applied to when answering this question. I understand that to them, I represent a company that has done something they see as wrong. You submitted applications and sat refreshing your email, hoping for a response. What is ⦠I was voted Most Outgoing at my last job and small talk is one of my talents.â. While it’s impossible to know exactly what questions will be asked at your customer service interview, you can still go in confident that you know what types of questions will be asked—and what qualities recruiters and hiring managers are really looking for at the end of the day. Before your interview, it’s important to “figure out your story. Again, this question isn’t about why you want a customer service job. If you’re coming from a different field where you have experience interacting with customers, “I want to know why they’re looking to transition into a customer support role,” says Bell. If You’re an Experienced Customer Service Representative: Do You Have Experience with [Salesforce, Other Programs]? Experienced candidates will have deep knowledge of products, services, and customers theyâve worked with. In this case, the interviewer wants to know how you’d handle a particular kind of challenging situation—a customer who’s been passed around (possibly being put on hold each time) and starting to feel like no one is able or willing to help them. Customer Support Specialist Interview Questions And Answers Global Guideline . Hire an experienced Help Desk Specialist or an ambitious candidate that you can train. The most common are in-person, phone support, email support, and chat support, but social media is gaining in popularity as well. Both types of customers can be difficult to work with. I want to bring all of that experience to a company that values customer service as much as yours does.”. You will Learn How to Answer Most Frequently Asked Interview Questions: A technical support job puts together the knowledge of computer, its know-how and the skills required for customer service. If you have past experience in providing customer support over the same channel as the job you’re interviewing for, be sure to bring that up. Answer : Both are extremely important. This question is asked to evaluate how much research you did before the interview, and to see if you want this customer service job in particular versus any customer service job. Why this job? And if helping an exasperated customer come away with a resolution gives you particular satisfaction, be sure to mention it. ), opening mail, and editing for InvestorPlace.com. You combed through job boards, tailored your resume, and wrote your cover letter. Customer Service Email Handling Answering Product Questions Communication Etiquette Freshdesk . Ideally, you’ve applied for a job where you’d be using a medium you’re comfortable with. For example, maybe you work in retail, but your favorite aspect is talking to and helping customers who want to make a return or exchange or have another issue, so you want to make that your job’s focus. Customer Service Professional Interview Questions ; Question 28. Customer Support Specialist Frequently Asked Questions in various Customer Support Specialist job interviews by interviewer. “Be sure to think of an instance where you had to gain an understanding of why the customer was being difficult,” Bugg says. People often apply to customer service roles when they’re first entering the workforce and don’t quite know what they want to do yet. Best practices on how to manage jobs on Indeed, Resources, insights and tools for employers, Answers to common questions about Indeed products, Customer Service Representative Interview Questions. Candidates should be aware of basic technical knowledge and computer troubleshooting questions and answers. Company policy only allowed me to offer the customer store credit since he didnât have a receipt. Why is it something you’re interested in?” says Eliza Bell, who works in recruiting at SquareFoot and has hired for customer service roles in the past in addition to working as a rep herself. And you have to consider how you’ll keep going even when that 50th person goes off on you—not just so you can tell the interviewer but so you know for yourself that you can manage the job. Customer service representatives must have a specific set of skills and qualifications to perform their jobs well and be able to communicate that during an interview. Let me find out for you,â and take steps to find a solution. In this post, you can reference some of the most common interview questions for a office support specialist interview along with appropriate answer samples. 7 More Sample Behavioral Customer Service Interview Questions. I love being able to draw on my knowledge of the hotel and the surrounding area to make sure somebody has the best vacation possible, and I want to transition into a role where this sort of interaction is the bulk of my job. Before your interview, spend time researching the company and its products and be prepared to speak about them. We regularly pooled our knowledge and resources to address tricky customer complaints and handle a large amount of incoming calls during peak times. It’s about why you want this customer service job. For example, if you’d been transferred a few times, the last thing you’d want is to have to talk to yet another person. I knew I had to help them quickly reconnect so that they could complete their assignment on time without added stress. How to Answer Customer Service Interview Questions. The above interview questions also can be used for job title levels: entry level customer support specialist, junior customer support specialist, senior customer support specialist, customer support specialist assistant, customer support specialist associate, customer support specialist administrator, customer support specialist clerk, customer ⦠Before you go into your interview, reread the job posting and note any software or other specialized tools mentioned. COM Customer Support Specialist Job Interview Preparation Guide. After letting him vent, listening intently to his concerns and apologizing for the inconvenience, I helped him find a gift for his wife for the same price so he wasnât out any money. In the past, I’ve found that it’s been easier for me to form a connection with the customer when we’re communicating in real time, rather than over email, social media, or even chat, which can all have lag times between responses.”. Be sure to think about how you’d respond to each of the questions above and recall a few stories that really exemplify your customer service skills. You might explain that you’re somebody who can handle being yelled at when you recognize that the anger isn’t directed at you and can empathize with the customer’s complaints. So when you’re interviewing for a customer service role, keep in mind that companies are looking for these key things: How do they figure out if you have these qualities? When interviewing Support Specialist candidates, look for individuals with excellent analytical and problem-solving abilities. Despite all of these differences, the core skills and qualities needed for a customer service job are the same. The biggest mistake you can make in your interview would be complaining about customers and other people. It’s my job to try to help them and try to improve their idea of the company. So if you’re a truly entry-level candidate, be ready to get into the nitty gritty of why you want to work with people and why you want this job in particular. What to look for in an answer: âI have extensive experience using live chat software, JIRA for ticketing and Zendesk for customer relationship management. “I was working in phone support for a major internet service provider, and a customer came into the phone call already very angry and upset that their computer was not staying connected to Wi-Fi. Closing the Interview . What are is your greatest weakness and what are you doing to improve on it? That’s great, but what about the specifics? Customer Support Specialist job description. Location United Kingdo... United Kingdom. You’ve landed a customer service interview. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. Helps you prepare job interviews and practice interview skills and techniques. Post this Customer Support Specialist job description template on job boards and careers pages to attract qualified candidates. For example, maybe you answered the phones at your last job working the front desk somewhere or sent text messages (and responded to them) as a volunteer for a nonprofit group. 15 Customer Service Interview Questions (With Sample Answers) August 20, 2020. Tell Me About a Time You Assisted a Customer Who’d Worked with Multiple Agents and Didn’t Get the Help They Needed. Ask this critical question to gauge a candidateâs commitment to the role and and gain insights about their customer service philosophy. For example, maybe you can talk about when you were a camp counselor and the most fulfilling part of the job was when a camper would come to you with a problem and you’d get to help them think through it and figure out a course of action. “If I know someone’s anger isn’t really directed at me, I tend to not get very emotionally affected by them taking their frustrations out on me. ⦠Be wary of candidates with poor interpersonal skills, as this is a customer service ⦠Visit our Help Center for answers to common questions or contact us directly. If Iâm unsure how to help a customer, I say, âGreat question! They will have ready answers for the situational questions and excellent ⦠Learn about interview questions and interview process for 628 companies. Office support specialist interview questions & answers. If you exhausted all the resources at your disposal and still had to escalate the call, that’s OK. Interviewers will understand that not every problem is an easy fix. All right ninjas, letâs get going! I took a minute and listened to them explain their issue, and it turned out that they were a student who was stressed about a project deadline being switched. Its aim is to ⦠The set of questions are here to ensures that you offer a perfect answer posed to you. 40 customer support specialist ~1~null~1~ interview questions. For example, if the company sells screen reader and other software, you can talk about how you’re passionate about accessibility and are eager to learn as much as possible about how people interact with these products in their everyday lives. Actionable Steps to Fight Workplace Racism. It’s better for everyone involved if you actually like your job. This goes back to the central problem-solving aspect of customer service. I especially enjoy when I get to help a customer find a solution they didn’t even realize was possible—one that makes them happy and keeps them as a satisfied customer.”. Whatever your reason is, you should back it up. Customer Service Interview Questions; Q. For example, if you applied to this job because you want to help people solve problems, then you should say that to you customer service means helping people solve problems and share a little bit about why that aspect of the role appeals to you. Just make sure you have a balanced interview, getting to know each candidateâs skills and character traits. “Having 50 people yell at you a day isn’t always a fun thing, so you have to have your own reason to get through it,” says Bell. First, I would try to get all of the information possible from the transferring rep. Second, I would ask the customer if they could tell me about the issue again in their own words. But if you’re interviewing for a role that requires experience, employers understandably want to know what tools and software you’ve used and mastered in your current and previous roles. It can be difficult so make sure you think about your weaknesses prior to going into any interview. There are indeed many questions you can ask when hiring a Customer Support Specialist, depending on your needs and your industry. At its core, this question is asking why you’re interested in customer service. What to look for in an answer: âDuring my previous role, a customer was furious about not being able to return an item for a full refund. The reason you want to be in customer service and what customer service means to you should go hand-in-hand. Every companyâs customer service stack is different, but itâs an added bonus if a candidate has past experience using ticketing systems, CRMs and collaboration tools, or has the desire to learn new technologies and systems. I would also give them a timeline for a solution and make sure they felt valued by thanking them for their feedback.â. Even with extensive training and experience, customer service representatives wonât know how to help every customer. Once you think of a scenario, try to use the STAR method (Situation, Task, Action, Result) to structure your answer in a concise way that makes your achievements clear to an interviewer. For example, at a flea market fundraiser we planned to raise money for a nearby soup kitchen, we realized at the last minute that we didn’t have enough tables. Talk about that. She's excited to be back to a city that's only humid eight months of the year. What’s really key here is showing that you’re invested enough in this opportunity to learn about the company and do your homework before the interview. In college, I was in a student group that put together a lot of fundraisers and charity events. If you’ve used a related or comparable tool, talk about how you’ve used it, how it’s similar, and the ways in which your experience with it would set you up to succeed. But be honest. However, on days when it feels like I’m only getting angry customers, sometimes I like to unwind by blasting my favorite music on the drive home.”. How Do You Keep Yourself Motivated When People Are Being Mean to You? Briefly explain what you mean by customer service and customer support. That should be in your answer. In my two years in hospitality, I’ve become a strong communicator both when it comes to listening and understanding people’s problems and when it comes to giving people directions—whether that’s directions to a physical location or helping customers with the hotel’s online booking system. What to look for in an answer: âTo me, customer service means identifying the root of a customerâs problem and working to find a solution that surpasses their expectations using in-depth knowledge of the companyâs service or product. There are 7 other behavioral interview questions that youâre very likely to hear, too, though. “Describe a time [when] you remained calm—understanding the customer wasn’t directly upset with you—and were able to empathize with them and suggest new ideas or improvements based on what was being communicated to you by the customer to partner in de-escalating the situation.”. Iâm also really interested in learning more about how automation can make the customer service process faster and more efficient.â. If you use the product, that’s great—and you can talk about that. What exactly can you expect in a customer service job interview? I really like how your company kept customers like me in mind when designing your products.”. Bell, for example, bristles at the words, “dealing with customers,” because it shows they don’t view it as something they enjoy doing, it’s something they have to do for a paycheck.” While the phrase isn’t an immediate dealbreaker, she says, it is a red flag that causes her to dive a little more deeply into whether an interviewee really wants to be in customer support and how they’d get through interactions with angry customers. Technical Support Specialist; Customer Experience Specialist Interview Questions. 485 customer support specialist interview questions. The interviewer, who turned out to be not an HR specialist but a fellow Customer Support employee from another country, was very friendly. Free interview details posted anonymously by HubSpot interview ⦠For example, if your experience is waiting tables, Bell would want to know why you want to move into a role where the focus is almost entirely on helping people solve problems. To be prepared to answer this question, think about the difficult situations you’ve been in, and how you dealt with them. If possible, you should use the STAR method again and recount an actual situation you handled in a previous role. Or maybe you love the company’s mission and want to be a part of it. Ask this question to determine if a candidate is willing to go the extra mile for a customer, even in a tense situation. Many interviewees stumble on this question. Be prepared to talk about that and how this specific role fits into your career goals. I tried a lot of competitors before finding your products, and not only is yours the same quality as competitors at a lower price, but it’s also the only brand that doesn’t irritate my sensitive skin. Please note that we are not your career or legal advisor, and none of the information provided herein guarantees a job offer. Don’t pretend to be a Salesforce expert when you’re not. When answering customer service interview questions, it's best to answer questions ⦠So in answering the question, detail the steps you might take to try to solve the customer’s problem yourself—and how you might deal with any frustration they bring to the conversation. If not, I would go back to the very basic details—things as simple as verifying the customer’s address is correct and their billing address matches their current address—to ensure we weren’t missing anything. Most customer service positions will be focused on one (or at most two) methods of communication. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.â. Definitely harder interview questions that I really had to think about. While helping customers is a must, an agent who is willing to go the extra mile and help prevent these problems from happening in the first place takes ⦠If I needed to go to someone else for assistance, I would try to keep the customer on my line if at all possible while I got the information I needed. If you don’t have experience with the particular tool or software you’re asked about, you can still answer this question. You may have already heard a lot of general job interview prep tips and prepared for more universal interview questions. Start by addressing who you are, your expertise in the field and why you are at the interview. This Informative Article Will Help you Prepare for Your Upcoming Technical Support Interview. “I don’t have experience with Salesforce, but I have always been good at picking up on new software quickly. These are a few common IT support interview questions and answers. Taking ownership doesn’t mean saying a problem is your fault; it means taking on some responsibility to try to fix the issue. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. What to look for in an answer: âTeamwork is essential for success as a customer service rep. At my last job, I worked closely with a cohesive team. If you’re coming from another public-facing role—like retail or hospitality—you likely have tons of experience interacting with customers and helping to solve their problems. Job interview questions and sample answers list, tips, guide and advice. He thanked me for my patience and told me he would tell his friends about his experience.â. If it’s a text-based communication position, be prepared to speak to your writing skills and take a skills assessment before being offered the job. A good product is essential but without the customer service to back it up, there is no reason for someone to buy it here as opposed to ⦠40 customer support specialist ~1~null~1~ interview questions. Free interview details posted anonymously by Doist interview candidates. Questions about my previous experiences, hypothetical questions, more about me, more hypothetical, then back to previous experiences. Help Desk Specialist Interview Questions. Above all, know why you want this job and why you’re just the right person for it. Communication skills: âCustomer service is a âpeopleâ business,â says Sonja Bugg, a director at the recruitment agency Randstad US who has more than 17 years of experience hiring and working with customer service reps as well as managing recruitment teams that specialize in customer service and call center ⦠Providing exceptional customer service is a team effort that requires constant collaboration to build a strong, positive image of the company. Weâll also follow up those tips and tricks with ten of the most common customer service interview questions along with a brief explanation on why hiring managers ask these questions and what you should focus on when you answer them. When I started my last job, for example, I had never used a point of sale (POS) system before, but within a few weeks I was able to learn enough that I could troubleshoot problems and even answer other employees’ questions about how to use it.”. The goal would be to identify whether there was any miscommunication. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. Question # 1 Tell me do You Understand Computers? This question evaluates how you’ll do in whichever medium the role is focused on. While almost everyone you speak to every day will have an issue to resolve, some of them might be in a situation you’ve never seen before and others might come into the interaction unhappy that anything went wrong at all. So Iâm going to leave you with those as well. Before joining The Muse, Regina worked scooping ice cream, attending parking lots, breaking into cars (legally! Top 5 Tips For Answering Customer Service Questions ⦠They want to know that you won’t snap at a customer and that you won’t burn out. That’s OK, too! Talk about key traits for the job like communication skills, problem-solving skills, and passion for customer service, and lean into the aspects of your current or past positions that you love and excel at that are also part of the job you hope to get. Be sure to highlight the transferable skills that you bring to a customer support role. Hourly Rate $33/hr. With an additional 8 professionally written interview answer examples. Support Specialists, also known as Technical Support Specialists, work for an organization to resolve all their IT issues, or work at a help desk to resolve individual customer issues. 1 Doist Customer Support Specialist interview questions and 1 interview reviews. What’s One Time You Worked With a Difficult Customer and How Did You Resolve the Situation? Unfortunately, customer service jobs can involve a lot of encounters with people who are unhappy—and being quite vocal about it—which can result in a less-than-pleasant experience for you. Bell doesn’t want to hire customer service reps who blame the company or customer right away or hand something off to a supervisor without first trying to resolve the problem themselves. Try to think of several stories to use ahead of time for behavioral interview questions like this one and practice adapting them in response to different kinds of questions. Almost all answers should formulated in a positive tone and focusing on the clients and solving their issues. How a candidate handles a customer pointing out a well-known problem with a product or service can reveal their level of empathy and ability to communicate clearly and respectfully with an unsatisfied customer. I was often the one in charge of calling vendors and locations because I was so good on the phone, and during the events themselves, I was usually the go-to person for any attendees, vendors, or fellow club members who had problems because I was good at thinking on my feet. All of these components of customer service lead to happy and loyal customers, which I know is the ultimate goal of ⦠“In my job as a hotel receptionist, I handle a lot of different tasks, but the most rewarding part of my job is when I have a customer (or potential customer) call in or walk up to my desk with an issue that they need help solving. ... Star Star Star Star Star Current Customer Support Specialist ⦠Answer:-In most cases, working as a customer service representative will also mean opening customer accounts or ⦠Or you can talk about a time when you came into a situation and were able to learn new software or become familiar with a new tool quickly. The interview took place online with a Customer Support Team Lead, lasted around 40 min. If you’re interviewing for an entry-level customer service position, you’re less likely to be asked this question. Let's begin! 1. But if you’re hit with a specific scenario question you haven’t prepared for—or don’t have a real-life example of—you might need to talk about what you would do in that situation (instead of what you did do). During the hiring process, it 's best to answer each question tone and on! Their assignment on time without added stress going into any interview for with! 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