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Interview Questions to Hire Customer Service Specialist

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A Customer care specialist provides support to customers with issues related to products or services. Using their knowledge and experience, they analyze and provide solutions, maintain good relationships between brands and customers, as well as provide after-sales assistance.

It’s time to interview candidates for this position. When you do, be sure to look for applicants who enjoy challenges and have strong communication as well as interpersonal skills. Watch out for candidates who are not familiar with current technology, struggle to engage with people, or are not open to flexibility.

We compiled interview questions for you where you can gauge the candidates' soft and hard skills as well as their ability to think fast and proactively.

Quick Thinking Questions

  • Have you ever had a bad customer service experience? What would you have done differently?
  • Was there a time when you gave excellent customer service to a customer?
  • How do you deal with difficult customers? What approach would you take to solve the problem?
  • If a customer is angry about our service, how will you handle the situation?
  • How do you react when a customer gives you a bad rating?
  • What have you done beyond your job scopes to give a customer the best experience?
  • How do you normally keep yourself motivated when you’re having a bad day at work?

Soft and Hard Skills Questions

  • What do you think empathy is as a customer service specialist?
  • What do you know about the customer journey?
  • Was there a time when you had to explain something complicated to a customer or colleague? How did you ensure that they understood everything you said?
  • How do you handle a situation where you couldn’t understand a customer’s request?
  • When you can’t resolve a certain issue or complaint, what measures do you take to tackle it?
  • A satisfied customer recommended our services to their friends and family. But, they were disappointed after using it. What would you do?

Conclusion

It’s obvious that hiring the right applicants for your customer service team is crucial for the team’s and organization’s success. Creating the right questions to evaluate your candidates can be daunting. So, use the questions above to get you started.

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