A call center representative is responsible for handling incoming phone calls from customers and assisting them with their inquiries, concerns, or complaints. They typically work in a fast-paced and high-volume environment, and must have excellent communication, problem-solving, and customer service skills.
Behavioral or situational questions
- How do you handle a customer who is not satisfied with your service?
- Can you describe a situation when you had to go above and beyond for a customer?
- Imagine a customer calling to inquire about a product you know nothing about. How would you handle the situation?
- What would you do if a customer asked for a refund or a cancellation of a service?
- How would you handle a customer who is calling to make a complaint about a previous representative?
- What would you do if you were on a call and realized that you couldn't help the customer with their request?
Skill related questions
- Can you describe your experience with call center software and technology?
- How do you handle stress and pressure in a high call volume environment and multitasking during calls?
- Can you give an example of a technical problem you had to troubleshoot and resolve for a customer?
- How do you handle and document customer complaints?
- How do you handle and manage customer's sensitive information?
- Can you give an example of how you have improved your customer service skills?
General questions
- Why do you want to work in a call center and what call center experience do you have?
- Can you describe a time when you had to handle a difficult customer and de-escalate conflict?
- How do you stay calm and composed when dealing with angry or frustrated customers?
- How do you stay current on company products, services, and policies?
- How do you handle and transfer calls to appropriate departments or personnel?
Conclusion
These questions are meant to give an idea of the kind of experience and skills a call center representative should have, but keep in mind that it's not limited to this list and the questions could vary depending on the specific industry or company.
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