By Selipha Kihagi
Applying to a customer service job is one thing and getting through the interview is another. You may be suitably qualified as per the job requirements but once you get to the interview, everything starts to fall apart and you don’t get the job. Why? Because customer service jobs demand specific candidates.
Before even the employer starts interviewing a customer service candidates, they first look at your appearance, how you present yourself and judge you on your eloquence. If you do not meet what the employer is looking for at this stage, then your chances in getting the job are minimal.
So, when going to a customer service job interview the first thing is to pick out what you will wear, practice on your eloquence then rehearse your answers to some of these questions;
Common Interview questions and Answers
1. Tell me about yourself
This is a common approach to almost every interview but the difference will be that this is a Customer Service job. Not only does the employer want to identify with you, they want to see if you can sell yourself like you would the company’s products or services.
So, when describing yourself, focus on the relationship you have with people around you or what being in a former customer service position has taught you about dealing with people and your career goals.
“I have worked in customer service for 2 years now. My recent experience was handling incoming calls in XYZ industry where I formed some customer relationships that led to a 26 percent increase in sales. I am committed to meeting deadlines and are now looking for a company that values customer relations, where I can have a positive impact on the company’s productiveness.”
2. What kind of Customer service have you done or are looking for?
A customer service job is general in its advertisement and knowing the way you answer will determine if the job will be yours or not. When applying to a job, you may not know if the company wants you to deal with clients directly, talk to them on the phone or through emails.
The key to answering this question is doing thorough research on the company. Find out how they interact with their customers, see the titles of the people they have during events and gauge what your position will be asking for then decide on what to say.
3. Give me a scenario where you have dealt with difficult customers and the outcome
The good thing about this question is that it is open-ended. There is no right and wrong answer, there is just an answer with an umph! In it. An answer that will convince your interviewer you are the ideal candidate for the job and hiring you will be an added advantage to the company.
When rehearsing for this question, ensure the situation you pick out is unique to you alone and if it was handled differently or according to the books, the outcome would not have been the best. Focus on a situation where your decision impacted positively on sales or clients.
4. What is your understanding of SLAs?
Working in Customer service in Kenya, you need to be familiar with SLAs ( Service Level Agreements). Know how they work across various industries and understand deeply what is required of you as a Customer service practitioner.
A customer service job will demand that you are able to interact with people in a day to day basis, so the interviewer will be focused on your appearance, approach to situations and how well you communicate information.