This is closely related to the difficult customer question, but more specific. 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. Learn about interview questions and interview process for 25 companies. I understand that to them, I represent a company that has done something they see as wrong. The right interview questions reveal useful information because they force interviewees to think on their feet and draw on ⦠Most customer service positions will be focused on one (or at most two) methods of communication. 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? 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. In this post, you can reference some of the most common interview questions for a office support specialist interview along with appropriate answer samples. Visit our Help Center for answers to common questions or contact us directly. What to look for in an answer: âI never pretend to know an answer if I donât. As a potential hire, you’ll have to show that you know how to handle these interactions. 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 ⦠Questions About Customer Service . With an additional 8 professionally written interview answer examples. Be prepared to talk about that and how this specific role fits into your career goals. In college, I was in a student group that put together a lot of fundraisers and charity events. 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. Interview Questions. Even with extensive training and experience, customer service representatives wonât know how to help every customer. Job interview questions and sample answers list, tips, guide and advice. Despite all of these differences, the core skills and qualities needed for a customer service job are the same. 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. 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. 1. 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. Office support specialist interview questions & answers. Before you go into your interview, reread the job posting and note any software or other specialized tools mentioned. All of these components of customer service lead to happy and loyal customers, which I know is the ultimate goal of ⦠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. 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. 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.”. 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. How Do You Keep Yourself Motivated When People Are Being Mean to You? Free interview details posted anonymously by HubSpot interview ⦠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. Appeasing an irate customer is no easy task, but delighting them can be even more challenging. Ask this question to find out if a candidate knows how to respond calmly and efficiently in these situations. 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.”. 1. 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. If you’re not found out during the hiring process, it’ll be clear once you start the job. 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. 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. 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. 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. If You Have Some Customer-Facing Experience: Why Do You Want to Transition Into Customer Support? 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. I also collaborated cross-functionally by collecting customer feedback and communicating it to the product team.â. If You’re an Experienced Customer Service Representative: Do You Have Experience with [Salesforce, Other Programs]? Practice 32 Technical Support Specialist Interview Questions with professional interview answer examples with advice on how to answer each question. If there was, I’d follow the standard steps based on this new information. I knew I had to help them quickly reconnect so that they could complete their assignment on time without added stress. Iâm also really interested in learning more about how automation can make the customer service process faster and more efficient.â. 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 ⦠Customer service refers to the part of a business which ⦠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. 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 ⦠I want to bring all of that experience to a company that values customer service as much as yours does.”. Many interviewees stumble on this question. 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. 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. So get preparation for your new job interview 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. 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. Taking ownership doesn’t mean saying a problem is your fault; it means taking on some responsibility to try to fix the issue. Do you love problem-solving? In order to have a successful interview, it's vital that applicants ⦠You submitted applications and sat refreshing your email, hoping for a response. In this video we will cover some of the most popular and expected questions⦠Tell me a time (positive or negative) when you had an interaction with a customer support manager, and you were the customer. 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). “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. So it’s important to show that you’re self-aware and know how you’d take care of yourself so you can stay motivated and calm when talking to customers. 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. Let's begin! Just make sure you have a balanced interview, getting to know each candidateâs skills and character traits. 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. Post this Customer Support Specialist job description template on job boards and careers pages to attract qualified candidates. Definitely harder interview questions that I really had to think about. Before joining The Muse, Regina worked scooping ice cream, attending parking lots, breaking into cars (legally! Answer:-In most cases, working as a customer service representative will also mean opening customer accounts or ⦠One way to find out what the employer is seeking in qualified candidates is to research the companyâs mission statement and website. 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. If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. 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. If this is one of your first customer service interviews, you’re likely nervous and wondering what to expect. 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. Technical Support Specialist; Customer Experience Specialist Interview Questions. 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. 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. Learn about interview questions and interview process for 50 companies. Job Success 100%. These are a few common IT support interview questions and answers. 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 ⦠Ideally, you’ve applied for a job where you’d be using a medium you’re comfortable with. 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. 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.”. There are indeed many questions you can ask when hiring a Customer Support Specialist, depending on your needs and your industry. Ask this critical question to gauge a candidateâs commitment to the role and and gain insights about their customer service philosophy. When answering customer service interview questions, it's best to answer questions ⦠... Star Star Star Star Star Current Customer Support Specialist ⦠Company policy only allowed me to offer the customer store credit since he didnât have a receipt. Finally, customer service is about clearly explaining solutions to clients. 1 Doist Customer Support Specialist interview questions and 1 interview reviews. 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. “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.”. They will have ready answers for the situational questions and excellent ⦠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. Above all, know why you want this job and why you’re just the right person for it. That way I could advocate for them and they could feel like someone was really on their side in helping to solve their problem.”. 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. And finally you got one—it’s an invitation to interview! Closing the Interview . This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. 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. The set of questions are here to ensures that you offer a perfect answer posed to you. 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. 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.”. ⦠So Iâm going to leave you with those as well. 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. Similar job titles include Customer Support Professional, Customer Support ⦠And recruiters and hiring managers know that. It can be difficult so make sure you think about your weaknesses prior to going into any interview. Candidates should be aware of basic technical knowledge and computer troubleshooting questions and answers. 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. “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. Be sure to highlight the transferable skills that you bring to a customer support role. 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. There are 7 other behavioral interview questions that youâre very likely to hear, too, though. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.â. “I’m not looking for someone to magically fix the situation, just looking for someone to take ownership over it,” Bell says. “I’ve always been a people person who loves helping others. You’ve landed a customer service interview. 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. 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 to look for in an answer: âI have extensive experience using live chat software, JIRA for ticketing and Zendesk for customer relationship management. “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. 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. 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. Tone and focusing on the clients and solving their issues them at the end of site! Client or customer has the best experience possible answering Product questions communication Freshdesk. Advice on how to help them and try to improve their idea of the year, âGreat question company customers! 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