Is important that call-center staff are individuals with strong communication and interpersonal skills because they have to deal with high volumes of incoming and outgoing calls on a daily basis. While most people recognize the communication skill required to do this, work, they often don’t look at the other aspects that you need to be effective in this position. CSRs need to able to document the call quickly and accurately; either during the call or after the call is complete. Employers rely on accurate and concise notes taken by call-center staff to build customer history and document customer issues, needs and the steps that were taken. So when you walk into job interviews important that you are able to convince the potential employer that you can take really good notes. If you very little work experience for instance if your student a great way to prove this is to speak to your note taking ability that you develop at University College etc. Perhaps you can even bring a sample of some of the notes that you took in university
Here are a few tips that you can use your upcoming interview for a call center position. Often I find many applicants focusing on the typical call-center type skills that include communication, conflict resolution so forth. While these are very important items to speak to in your job interview it’s also important to mention the really basic stuff that many employers want to ensure that you possess.
One thing you should mention is your willingness to work shift work and be available. Believe it or not this very basic aspect is very attractive to many call-center managers. So many times I have heard from supervisors that their employees want to change your availability to take on shifts sometime after they get hired. Naturally this causes a lot of stress for management and even though the person applied to the job posting a new what the work schedule was this doesn’t prevent the issue. So if you can speak to your availability and flexibility in taking shifts, and then strength in your answer by pointing to previous jobs where you took on shiftwork or came in at the last moment to cover emergency shifts you would be a star candidate in their eyes. It would be even better if you could get a former supervisor to write a small recommendation letter and ensure that they mention how they could count on you to come in to cover emergency cancellations and so forth.
Solid Diplomatic skills and the ability to show grace under pressure when handling difficult clients or situations, this is a hallmark of a great Call Center CSR.
Here are sample Bilingual Call Center Customer Service Representatives job interview questions designed specifically for the Call Center career field.
We are looking for somebody with superb communication skills. Rate your own skill when it comes to speaking with customers from 1 to 5. Provide an example to support rating.
Some people say the customer is always right. Is this true?
Give me an example when you had to exercise your own judgment and had to make a difficult decision with a customer on the phone.
Sometimes we try a solution in in the doesn’t work despite our best intentions. Can you tell me about a time when you tried a solution with a customer and it didn’t turn out the way you wanted. What did you learn from this experience
Tell me about a time when you handled a customer complaint effectively.
In this position you be required to deal customers that have delinquent accounts. How might you be able to handle this?
What is the key to success when dealing with customers with delinquent accounts?
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