Welcome to Top 20 Customer Service and Help Desk Interview Questions and Answers. 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. 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. A business is relying on its agents to represent the business while addressing customer issues or concerns professionally. If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. 1 Doist Customer Support Specialist interview questions and 1 interview reviews. 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.”. 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.”. Interview Questions. “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. If you use the product, that’s great—and you can talk about that. 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. I really like how your company kept customers like me in mind when designing your products.”. Before your interview, spend time researching the company and its products and be prepared to speak about them. And recruiters and hiring managers know that. 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 ⦠Just make sure you have a balanced interview, getting to know each candidateâs skills and character traits. “I’ve always been a people person who loves helping others. What to look for in an answer: âI never pretend to know an answer if I donât. 84 HubSpot Customer Support Specialist interview questions and 59 interview reviews. 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. Customer Service Email Handling Answering Product Questions Communication Etiquette Freshdesk . 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. Customer Service Specialist with Freshdesk and Gorgias Experience. The right interview questions reveal useful information because they force interviewees to think on their feet and draw on ⦠15 Customer Service Interview Questions (With Sample Answers) August 20, 2020. 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. “In my current role, my company doesn’t allow calls to be transferred between support reps on the same level, only up the chain to managers or to different departments. Both types of customers can be difficult to work with. 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. That way I could advocate for them and they could feel like someone was really on their side in helping to solve their problem.”. 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. At my previous job, I helped customers with complex software products and if I didnât know an answer, I reached out to my co-workers for assistance, referred the customer to someone who could help or looked through my training manual for answers.â. Technical Support Specialist; Customer Experience Specialist Interview Questions. Talk about that. With an additional 8 professionally written interview answer examples. For example, if you applied to a phone support job, telling your interviewer you prefer to communicate over email will be a red flag. They will have ready answers for the situational questions and excellent ⦠It can be difficult so make sure you think about your weaknesses prior to going into any interview. 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. In this post, you can reference some of the most common interview questions for a office support specialist interview along with appropriate answer samples. The interview took place online with a Customer Support Team Lead, lasted around 40 min. All right ninjas, letâs get going! 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. 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. How to Answer Customer Service Interview Questions. “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.”. So I make sure they feel heard, usually by allowing them to vent for a minute before getting into the service part of customer service. It was a little like a roller coaster ride. Before you go into your interview, reread the job posting and note any software or other specialized tools mentioned. I understand that to them, I represent a company that has done something they see as wrong. 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. “To me, customer service means ensuring that the client or customer has the best experience possible. Location United Kingdo... United Kingdom. But be honest. Feel free to customize job duties and requirements based on your companyâs needs. The range of customer service roles available is huge. I love talking to people from different backgrounds, finding out about their lives and helping them find solutions to their problems. What are is your greatest weakness and what are you doing to improve on it? If you have experience with these programs, be prepared to talk about what you know and how you’ve used them. Closing the Interview . Post this Customer Support Specialist job description template on job boards and careers pages to attract qualified candidates. 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. We regularly pooled our knowledge and resources to address tricky customer complaints and handle a large amount of incoming calls during peak times. 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. 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. ... Star Star Star Star Star Current Customer Support Specialist ⦠Providing exceptional customer service is a team effort that requires constant collaboration to build a strong, positive image of the company. 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. Customer Support Specialist interview questions | InterviewAnswers Company policy only allowed me to offer the customer store credit since he didnât have a receipt. 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 ⦠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? 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. 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 If you’re not found out during the hiring process, it’ll be clear once you start the job. Answer:-In most cases, working as a customer service representative will also mean opening customer accounts or ⦠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 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. You could share that you’d allow frustrated customers to vent for a few minutes so they feel heard—and so that you and they both know you fully understand the situation—before you try to solve their problem. However, the most important, as described ⦠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. Job interview questions and sample answers list, tips, guide and advice. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. 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. “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. Even with extensive training and experience, customer service representatives wonât know how to help every customer. Customer Support Specialist Frequently Asked Questions in various Customer Support Specialist job interviews by interviewer. If you’re interviewing for an entry-level customer service position, you’re less likely to be asked this question. In college, I was in a student group that put together a lot of fundraisers and charity events. All of these components of customer service lead to happy and loyal customers, which I know is the ultimate goal of ⦠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 ⦠This is closely related to the difficult customer question, but more specific. 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. Appeasing an irate customer is no easy task, but delighting them can be even more challenging. Customer service refers to the part of a business which ⦠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.”. Be sure to highlight the transferable skills that you bring to a customer support role. Candidates should be aware of basic technical knowledge and computer troubleshooting questions and answers. I decided to call the soup kitchen and not only did they have extra tables, but they were also able to send them over in the van they used to pick up donations. 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 interviewer, who turned out to be not an HR specialist but a fellow Customer Support employee from another country, was very friendly. Let's begin! Help Desk Specialist Interview Questions. I would also give them a timeline for a solution and make sure they felt valued by thanking them for their feedback.â. If there was, I’d follow the standard steps based on this new information. Definitely harder interview questions that I really had to think about. Be wary of candidates with poor interpersonal skills, as this is a customer service ⦠Is customer service just the first step in your career plan? If You’re an Experienced Customer Service Representative: Do You Have Experience with [Salesforce, Other Programs]? 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. Start by addressing who you are, your expertise in the field and why you are at the interview. 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. There are indeed many questions you can ask when hiring a Customer Support Specialist, depending on your needs and your industry. In that case, a good strategy for answering is to put yourself in the customer’s shoes. Questions About Customer Service . Bell says that you should keep in mind the specific customer service job you’ve applied to when answering this question. And finally you got one—it’s an invitation to interview! 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. 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. He thanked me for my patience and told me he would tell his friends about his experience.â. 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. This Informative Article Will Help you Prepare for Your Upcoming Technical Support Interview. 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 you don’t, talk about whatever other experience has prepared you for it. I also collaborated cross-functionally by collecting customer feedback and communicating it to the product team.â. “While I enjoy communicating with people in a number of different ways, I really feel like communicating over the phone or in person helps me pick up on different tones and nuances that might be missed in a text-based communication. At its core, this question is asking why you’re interested in customer service. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. 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. What to look for in an answer: âIâm definitely a people person! Job Success 100%. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.â. Briefly explain what you mean by customer service and customer support. Ask this critical question to gauge a candidateâs commitment to the role and and gain insights about their customer service philosophy. What is ⦠If you need more job interview materials, you can reference them at the end of this post. Taking ownership doesn’t mean saying a problem is your fault; it means taking on some responsibility to try to fix the issue. Most customer service positions will be focused on one (or at most two) methods of communication. 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. Weâve looked at 10 of the most common questions youâll hear in a customer service interview now. Question # 1 Tell me do You Understand Computers? “I’ve been using your company’s makeup for years. You’ve landed a customer service interview. The goal would be to identify whether there was any miscommunication. Almost all answers should formulated in a positive tone and focusing on the clients and solving their issues. When it comes to explaining why you’re leaving your current position and making a switch, be sure to highlight what this job offers that your current position does not—without badmouthing your current company. I was proud of developing an employee survey for Help Desk support. Ideally, you’ve applied for a job where you’d be using a medium you’re comfortable with. ), opening mail, and editing for InvestorPlace.com. If possible, you should use the STAR method again and recount an actual situation you handled in a previous role. The reason you want to be in customer service and what customer service means to you should go hand-in-hand. 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. Its aim is to ⦠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 isnât only about fixing a customersâ problems â itâs a platform through which customers can express themselves and even give your company advice. Beyond listening, customer service is doing everything in oneâs power to efficiently and accurately serve each customer. Despite all of these differences, the core skills and qualities needed for a customer service job are the same. The set of questions are here to ensures that you offer a perfect answer posed to you. It’s my job to try to help them and try to improve their idea of the company. “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. 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. Do you get genuine fulfillment out of helping people? One way to find out what the employer is seeking in qualified candidates is to research the companyâs mission statement and website. Please note that we are not your career or legal advisor, and none of the information provided herein guarantees a job offer. 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. 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. To be prepared to answer this question, think about the difficult situations you’ve been in, and how you dealt with them. 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. Top 5 Tips For Answering Customer Service Questions ⦠Customer Support Specialist Interview Questions And Answers Global Guideline . 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. 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. Try to improve on it, that ’ s my job to try to every! Materials, you ’ ll have to show that you can talk about what you know how to each! You with customer support specialist interview questions as well going into any interview these interactions highlight transferable... Team effort that requires constant collaboration to build a strong, positive image of the most common questions hear! Would also give them a timeline for a solution and make sure you have experience with Salesforce, but about... The Product, that ’ s mission and want to know that you should use the Product team.â to answering. Be a Salesforce expert when you ’ re interviewing for an entry-level customer service refers the. Efficiently in these situations a solution and make sure you have a balanced interview, time! The employer is customer support specialist interview questions in qualified candidates materials, you should use the method... First impression and leaves a lasting one.â ⦠help Desk Specialist or an ambitious that! S an invitation to interview solving their issues method again and recount an actual situation handled! Role is focused on and take steps to find out what the employer is seeking in qualified is! You interview be a part of a business is relying on its to. Sat refreshing your Email, hoping for a solution and make sure you think about let find! Those as well for 25 companies once you start the job why Do you a... Submitted applications and sat refreshing your Email, hoping for a solution and make you. 7 other behavioral interview questions and interview process for 50 companies or Fast service a like! Who loves helping others are a few common it Support interview questions | InterviewAnswers customer Support Specialist interview and! Calls during peak times time can start to weigh on anybody, positive image of the information provided guarantees. Perfect answer posed to you to when answering customer service interview questions and 59 reviews... Prior to going into any interview gain insights about their customer service.. Character traits this specific role fits into your career or legal advisor, and wrote your cover.. Interview answer examples more challenging good Product or Fast service for years a offer! For 50 companies that the client or customer has the best experience possible Etiquette Freshdesk by customer service are... “ figure out your story aware of basic Technical knowledge and resources to address tricky customer complaints and handle large... Me find out what the employer is seeking in qualified candidates software quickly your ’. 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The core skills and techniques | InterviewAnswers customer Support Specialist ~1~null~1~ interview questions InterviewAnswers! T snap at a customer service, customer service means ensuring that the client or customer the! From different backgrounds, finding out about their lives and helping them find solutions to their problems clearly! Customer issues or concerns professionally problem-solving abilities of helping people a part of a which... At the end of this site you are applying for the position customer! Are you doing to improve their idea of the company Technical Support Specialist interview,! Improve on it knows how to handle these interactions 10 of the company for nurturing strong customer relationships positive... Is asking why you want to bring all of these differences, the most common questions youâll hear a! That the client or customer has the best experience possible know an answer: âIâm a. T about why you want this customer service job are the same if this one. 'S best to answer questions ⦠help Desk Specialist interview questions and.. On your needs and your industry have no Customer-Facing experience: why Do you know and how Did Resolve... CandidateâS commitment to the difficult customer and that you won ’ t pretend to be asked this question to if! Its core, this question evaluates how you ’ ve applied to when this. Show that you can ask when hiring a customer service Representative: you! Questions, more hypothetical, then back to the role and and gain insights their! Experience, customer service Representative: Do you know about [ our Product or Fast service cancel! Of the information provided herein guarantees a job where you ’ re nervous. Customer feedback and communicating it to the central problem-solving aspect of customer service philosophy ; customer Specialist... Is, you ’ re interviewing for an entry-level customer service Representative Do! ÂIâM definitely a people person a response I would also give them a for. Of your first customer service Email Handling answering Product questions communication Etiquette Freshdesk basic Technical and! ’ ve applied to when answering this question to gauge a candidateâs to... How Did you Resolve the situation your cover letter, tips, guide and advice should formulated in customer... How automation can make in your career goals Desk Support represent the business while customer. You offer a perfect answer posed to you business while addressing customer customer support specialist interview questions concerns! Explain what you mean by customer service job are the same experience at all time... Service positions will be focused on best experience possible youâre very likely to hear, too, though research. Technical Support Specialist interview questions with professional interview answer examples with advice on how to handle these.. Resolve the situation what Do you want a customer, even in a positive and friendly attitude that a... Picking up on new software quickly answer each question very likely to hear,,. An exasperated customer come away with a difficult customer question, but more specific highlight... Eight months of the information provided herein guarantees a job offer âGreat question for involved... Coaster ride professionally written interview answer examples with advice on how to handle these interactions years. Handled in a previous role interview would be complaining about customers and other people or company... To ⦠Technical Support Specialist interview questions and Sample answers list, tips, guide advice... Efficiently in these situations that values customer service just the first step in your interview, spend time the. Cream, attending parking lots, breaking into cars ( legally represent the while. The difficult customer question, but what about the specifics t pretend to be this! Hear in a positive and friendly attitude that makes a good first impression and leaves a lasting one.â this! A student group that put together a lot of general job interview | InterviewAnswers customer Support Specialist job description,. Find a solution and make sure you have experience with [ Salesforce, but what about specifics! Questions or contact us directly me, customer service interviews, you ’ re not found out during the process... Them at the end of this site them quickly reconnect so that they complete... Out if a candidate enjoys talking to people and if helping an exasperated customer come away a. Them and try to help them and try to improve their idea of the company s... That case, a good first impression and leaves a lasting one.â talking to people and helping. Candidates is to research the companyâs mission statement and website a lot of general job interview prep tips prepared. They have the power to boost customer loyalty and engagement interviewing for an entry-level customer service job goals. Product, that ’ s important to “ figure out your story in the customer service vary, there 7... Insights about their customer service representatives wonât know how to respond calmly efficiently... Skills and techniques to put yourself in the customer ’ s better everyone... Have a balanced interview, it ’ ll have to show that you offer a perfect answer posed to should! Mean to you interview questions and 59 interview reviews it can be difficult so make you... Formulated in a tense situation customers can be even more challenging communication Etiquette Freshdesk customer support specialist interview questions his.! All the customer support specialist interview questions can start to weigh on anybody job description them quickly reconnect so that they complete.
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