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. This question will let you know if a candidate is willing to jump in and help their colleagues, and if they have the ability to relay customer feedback effectively to other departments. In this video we will cover some of the most popular and expected questionsâ¦ Before your interview, it’s important to “figure out your story. Before your interview, spend time researching the company and its products and be prepared to speak about them. “I’ve always been a people person who loves helping others. 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. 40 customer support specialist ~1~null~1~ interview questions. So before you head into your customer service interview, think about why you applied to this job and try to pinpoint why you’d like to be in customer support in general. And recruiters and hiring managers know that. I stayed on the line while they returned the router to its original location and verified that their connection immediately improved before wishing them luck on their project and hanging up.”. 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. I was voted Most Outgoing at my last job and small talk is one of my talents.â. I love talking to people from different backgrounds, finding out about their lives and helping them find solutions to their problems. 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. When interviewing Support Specialist candidates, look for individuals with excellent analytical and problem-solving abilities. 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. Its aim is to â¦ 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. Do you love problem-solving? Before you go into your interview, reread the job posting and note any software or other specialized tools mentioned. For this question, and questions like it, interviewers want to see that you understand the downsides of a customer service job but that the upsides far outweigh them for you. “Be sure to think of an instance where you had to gain an understanding of why the customer was being difficult,” Bugg says. Job interview questions and sample answers list, tips, guide and advice. She's excited to be back to a city that's only humid eight months of the year. 485 customer support specialist interview questions. Why this job? Briefly explain what you mean by customer service and customer support. 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. Answer:-In most cases, working as a customer service representative will also mean opening customer accounts or â¦ Taking ownership doesn’t mean saying a problem is your fault; it means taking on some responsibility to try to fix the issue. Help Desk Specialist Interview Questions. Regina Borsellino was born and raised in New York before moving to the Washington DC area to get a BA in English Lit from the University of Maryland and an MFA in Fiction from American University. If you’re not found out during the hiring process, it’ll be clear once you start the job. Of course, getting yelled at all the time can start to weigh on anybody. Weâve looked at 10 of the most common questions youâll hear in a customer service interview now. The above interview questions also can be used for job title levels: entry level customer service specialist, junior customer service specialist, senior customer service specialist, customer service specialist assistant, customer service specialist associate, customer service specialist administrator, customer service specialist clerk, customer â¦ I must note that she was not a very fluent English speaker, and there were moments when it was a bit hard to understand her. Customer Support Specialist interview questions | InterviewAnswers If you use the product, that’s great—and you can talk about that. 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 Service Professional Interview Questions ; Question 28. Companies in all industries need to interact with their customers and keep them happy, and these interactions happen across a number of channels—in person, over the phone, via email or chat, and increasingly, over social media. Iâm also really interested in learning more about how automation can make the customer service process faster and more efficient.â. In that case, a good strategy for answering is to put yourself in the customer’s shoes. 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. So you’ve done it. In order to have a successful interview, it's vital that applicants â¦ Both types of customers can be difficult to work with. 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. So get preparation for your new job interview 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. I also collaborated cross-functionally by collecting customer feedback and communicating it to the product team.â. You are here: Home 1 / Latest Articles 2 / BPO & Customer Support 3 / Top 25 Help Desk Interview Questions & Answers last updated December 14, 2020 / 14 Comments / in BPO & Customer Support / by admin What to look for in an answer: âI have extensive experience using live chat software, JIRA for ticketing and Zendesk for customer relationship management. 1 Doist Customer Support Specialist interview questions and 1 interview reviews. I’d be really excited to put all those skills to use in a customer service role for a company whose mission I support—and I’m passionate about Run By Sun’s goal of spreading solar energy use.”. 84 HubSpot Customer Support Specialist interview questions and 59 interview reviews. I knew I had to help them quickly reconnect so that they could complete their assignment on time without added stress. All right ninjas, letâs get going! Practice 32 Technical Support Specialist Interview Questions with professional interview answer examples with advice on how to answer each question. Again, this question isn’t about why you want a customer service job. 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. This is closely related to the difficult customer question, but more specific. Despite all of these differences, the core skills and qualities needed for a customer service job are the same. Just make sure you have a balanced interview, getting to know each candidateâs skills and character traits. All of these components of customer service lead to happy and loyal customers, which I know is the ultimate goal of â¦ Customer service refers to the part of a business which â¦ Learn about interview questions and interview process for 628 companies. ... Star Star Star Star Star Current Customer Support Specialist â¦ The right interview questions reveal useful information because they force interviewees to think on their feet and draw on â¦ If You Have No Customer-Facing Experience at All: What Drew You to Apply to This Job. You submitted applications and sat refreshing your email, hoping for a response. If Iâm unsure how to help a customer, I say, âGreat question! 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. What exactly can you expect in a customer service job interview? Feel free to customize job duties and requirements based on your companyâs needs. He thanked me for my patience and told me he would tell his friends about his experience.â. Company policy only allowed me to offer the customer store credit since he didnât have a receipt. Customer service isnât only about fixing a customersâ problems â itâs a platform through which customers can express themselves and even give your company advice. The biggest mistake you can make in your interview would be complaining about customers and other people. I would also give them a timeline for a solution and make sure they felt valued by thanking them for their feedback.â. Let's begin! If you have experience with these programs, be prepared to talk about what you know and how you’ve used them. If You’re an Experienced Customer Service Representative: Do You Have Experience with [Salesforce, Other Programs]? “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. It turned out that their router had recently been moved to a less optimal location and not every bedroom in the house was getting a steady signal. Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. Most customer service positions will be focused on one (or at most two) methods of communication. Closing the Interview . “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. Start by addressing who you are, your expertise in the field and why you are at the interview. Maybe you want to learn how to create a good customer or client experience for people or you eventually want to move into IT support. 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. 40 customer support specialist ~1~null~1~ interview questions. Customer Support Specialist job description. For example, if you applied to a phone support job, telling your interviewer you prefer to communicate over email will be a red flag. “To me, customer service means ensuring that the client or customer has the best experience possible. These are a few common IT support interview questions and answers. In this post, you can reference some of the most common interview questions for a office support specialist interview along with appropriate answer samples. Actionable Steps to Fight Workplace Racism. Short of inventing a time machine, thereâs no guaranteed method, which makes your interview one of the most important tools you have to vet customer service and support candidates. They’ll ask questions like these: This question comes up in many customer service interviews because it lets employers see what philosophy and mindset you’d bring to the position. It can be difficult so make sure you think about your weaknesses prior to going into any interview. Free interview details posted anonymously by Doist interview candidates. 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. I really like how your company kept customers like me in mind when designing your products.”. That’s great, but what about the specifics? What to look for in an answer: âIâm definitely a people person! With an additional 8 professionally written interview answer examples. 15 Customer Service Interview Questions (With Sample Answers) August 20, 2020. Many interviewees stumble on this question. “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. They were yelling and threatening to cancel their account. 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. If there was, I’d follow the standard steps based on this new information. The set of questions are here to ensures that you offer a perfect answer posed to you. We regularly pooled our knowledge and resources to address tricky customer complaints and handle a large amount of incoming calls during peak times. You’ve landed a customer service interview. I’ve learned that by listening to the customer’s desires, concerns, and perspective, I’m able to figure out the best way to solve any issues that come up. Before joining The Muse, Regina worked scooping ice cream, attending parking lots, breaking into cars (legally! Don’t pretend to be a Salesforce expert when you’re not. The interviewer, who turned out to be not an HR specialist but a fellow Customer Support employee from another country, was very friendly. 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. 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. What is â¦ 1. If you don’t, talk about whatever other experience has prepared you for it. Providing exceptional customer service is a team effort that requires constant collaboration to build a strong, positive image of the company. 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. How to Answer Customer Service Interview Questions. I was proud of developing an employee survey for Help Desk support. 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.”. It’s about why you want this customer service job. That should be in your answer. That way I could advocate for them and they could feel like someone was really on their side in helping to solve their problem.”. The reason you want to be in customer service and what customer service means to you should go hand-in-hand. This Informative Article Will Help you Prepare for Your Upcoming Technical Support Interview. 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. Be wary of candidates with poor interpersonal skills, as this is a customer service â¦ 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. And if helping an exasperated customer come away with a resolution gives you particular satisfaction, be sure to mention it. 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. What are is your greatest weakness and what are you doing to improve on it? If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. This question evaluates how you’ll do in whichever medium the role is focused on. At its core, this question is asking why you’re interested in customer service. â¦ 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? 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. 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. 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. 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 â¦ Learn about interview questions and interview process for 50 companies. Candidates should be aware of basic technical knowledge and computer troubleshooting questions and answers. That’s OK, too! 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. Customer Support Specialist Frequently Asked Questions in various Customer Support Specialist job interviews by interviewer. 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. However, the most important, as described â¦ I understand that to them, I represent a company that has done something they see as wrong. Customer service representatives are the first point of contact for your customers, acting as the face of your company and driving loyalty, retention and acquisition. “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.”. Questions about my previous experiences, hypothetical questions, more about me, more hypothetical, then back to previous experiences. 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. What’s One Time You Worked With a Difficult Customer and How Did You Resolve the Situation? Office support specialist interview questions & answers. 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. Location United Kingdo... United Kingdom. Experienced candidates will have deep knowledge of products, services, and customers theyâve worked with. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. Let me find out for you,â and take steps to find a solution. Bell likes to ask this question to people who are new to customer service to see if candidates have thought about this aspect of the role—and figured out if it’s something they’ll be able to handle. 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. As a potential hire, you’ll have to show that you know how to handle these interactions. “I’ve been using your company’s makeup for years. For example, maybe you’d go for a quick walk or make sure to listen to some of your favorite songs over your lunch break. Answer : Both are extremely important. 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 Is Your Preferred Method of Communication? 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). Ask this question to find out if a candidate knows how to respond calmly and efficiently in these situations. Please note that we are not your career or legal advisor, and none of the information provided herein guarantees a job offer. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. Free interview details posted anonymously by HubSpot interview â¦ 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.”. 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. The interview took place online with a Customer Support Team Lead, lasted around 40 min. Customer service is reliant on good, clear verbal communication. Definitely harder interview questions that I really had to think about. 1. Appeasing an irate customer is no easy task, but delighting them can be even more challenging. Overall enjoyed the process! Similar job titles include Customer Support Professional, Customer Support â¦ One way to find out what the employer is seeking in qualified candidates is to research the companyâs mission statement and website. 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.”. 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. *Indeed provides this information as a courtesy to users of this site. If this is one of your first customer service interviews, you’re likely nervous and wondering what to expect. Talk about that. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.â. What to look for in an answer: âI never pretend to know an answer if I donât. ), opening mail, and editing for InvestorPlace.com. In college, I was in a student group that put together a lot of fundraisers and charity events. 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. Ask this question to determine if a candidate is willing to go the extra mile for a customer, even in a tense situation. 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. Be sure to talk about the ways you took ownership of the call—making every effort to be the customer’s last stop and solve the problem—and the results of those actions. What Do You Know About [Our Product or Our Company]? So I told them that I understood their situation was frustrating and then asked if I could go through a few standard questions to figure out the most likely culprit. So Iâm going to leave you with those as well. 7 More Sample Behavioral Customer Service Interview Questions. Are not your career goals 50 companies at 10 of the company interview reviews that we are your. To expect its aim is to â¦ Technical Support Specialist interview questions that youâre likely! ( or at most two ) methods of communication ’ ve been using your company s... You can reference them at the end of this post idea of the year new information small talk is of... Also collaborated cross-functionally by collecting customer feedback and communicating it to the role is focused on professionally. 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