1. Tell me about yourself. I graduated in business administration, I´m currently studying systems engineering, i would describe myself as a person who likes to complete my purpose and I adapt easily to everything. 2. Why do you want to work for our company? During my research I Discovery that this company really values training and ongoing learning for its employees and quality of customer service. 3. What are your strengths and weaknesses? One of my greatest strengths is i am a punctual and organized person. I like to work with other people and learn new things and my Weaknesses is my so perfectionist person. 4. Why do you want to work in a call center? I’m excited to work in a fast-paced environment that will challenge me to use all of my skills to solve problems and improve the customer experience. I love flexing my communication skills and interacting with customers. 5. What is your idea of quality customer service? My idea of quality customer service is being able to provide customers with friendly, professional service that not only solves their problems or answers their questions, but also leaves them feeling satisfied with the service they received. 6. What’s your idea of a call center? To me, a customer is the frontline of all customer interactions. It’s the job of call center agents to listen and understand customer concerns while also providing helpful information. At the end of the day, customer service call centers need to create satisfied customers with every single call. 7. How would you handle a call from an angry customer? I think the first step is to stay calm and express to the customer that you understand them. I think it’s also important to remember that it isn’t personal, and the best way to de-escalate the situation is to work towards a solution. For instance, The customer calls in saying he/she has talked to 5-6 different people and nobody seems to solve problem, I would tell the customer ¨Mr. Customer¨ I’m going to do everything within my power to solve your issue, I'm going to go the extra mile to fix your problem, Let me fix this for you, give the chance to solve your problem. 8. How to deal with a difficult customer? To deal with a difficult customer you need to: 1. Listen to customer actively 2. Rephrase their concerns 3. Present a viable solution 4. Take action and follow up 5. Fix the problem at hand immediately 6. Use the feedback 7. Reduce the unpleasant situation 8. Prevent the situation from happening again I think that everything that I just said is going to help. 9. How do you handle stress? I think the important is handle the situation calmly and communicate with calm and understanding. 10. How do you see yourself in 5 years? I would have improved my skills, graduate from university, become more independent in what i do and productive and improved my knowledge.
