Customer Care Rep

Customer Care Rep interview questions

Your future high-performing candidate will be confident, calm and have awesome communication skills.

Top tips: 

• Hypothetical scenarios and role-play will help you test if your candidate can cope on the job. 
• Look out for small changes in body language to help you screen. Uncomfortable or impatient candidates might find it hard to deal with pressure.
• Hire candidates you can grow with by making sure their personal career goals align with your company's mission.
  

Problem solving interview questions

• What would you do if you didn’t know how to answer an unhappy client’s question?
• How would you deal with an angry customer who wants to speak with your manager?
• How would you respond to an unhappy client who wants a discount?
• How would you handle multiple customer calls and emails about a tech issue beyond our control?

Role-specific interview questions

• How many customers do you usually talk to daily?
• Have you used our products/services? What do you think are our most common complaints?
• How do you share customer comments with internal teams?
• Are you familiar with CRM software? What tools have you previously used?
• Do you contact customers via social media? What are the basic rules of awesome online comms?

Behavioral interview questions

• Have you ever worked with targets? What’s your track record?
• Why did you choose to work in customer care? 
• What’s your fave comms type: in-person, email or phone? Why?
• Describe a time you turned a negative situation with a customer into a positive one.
• Individual goals v team goals: What’s better and why?