Published On : December 06, 2016
You took the necessary time to organize, create, and personalize your resume. The cover letter you attached was of equal high quality and customized to address the needs of the company you are applying to. Due to your diligence and the superiority of your submission material, you have been contacted for a face-to-face interview with your potential employer. This means you have a significant opportunity to set yourself apart from your competition, talk more in depth about your qualifications and past career experience, and make a first impression that could prospectively land you a job.
Now is the time to begin thinking about the material you will prepare and how you will articulate your answers in a way that is concise, informative, and confident. While you will most likely answer general interview questions, it is also wise to be familiar with important questions relating specifically to the industry of the job you are applying for. What follows are five common customer care associate interview questions with example answers to help you along the way.
5 Customer Care Associate Interview Questions & Answers
1. Are you familiar with our products and services?
Yes. I am aware that you offer a variety of cosmetic and beauty products, including makeup, sunscreen, hair goods, and anti-aging formulas, to name a few. The reason these products are superior to those of your competitors is because they are free of harmful ingredients, excessive colors and dyes, and components that have been flagged as health risks. I have also seen that you carry a line of weight loss supplements and products related to preventative treatments for a variety of health conditions. While your products are offered in several brick and mortar locations, they are also available for sale online.
2. Are you comfortable educating our customers on product usage?
Yes. My past experience working with customers has helped me build confidence in providing information to customers in a way that is efficient, informative, and persuasive. I have learned that the best way to tell customers about a product is to identify a need and help them realize how their needs could be met through the use of the product. Additionally, I have recognized the opportunity to recommend complementary merchandise that elevates the use of certain products. For example, if a customer was interested in skin care and buying your anti-aging ointment, I would try to upsell the sunscreen product by talking about the importance of protecting the skin from harmful UV rays.
3. Have you ever had to deal with an unsatisfied customer? What did you do?
I have been faced with some challenging situations in my past work experience. On one occasion when I was a call center agent for BeautyPlus, a woman was quite upset that she had been sent the wrong product for the second time in a row. The call was escalated and I was responsible for finding a solution. She emphatically told me she wanted nothing more to do with the company. I asked her how she felt the situation would be best resolved and she stated she wanted a refund and a complimentary product. After some consideration I did refund her in full and provided her with the product she wanted as well as an additional unit. I assured her that our company was dedicated to our customers and determined to meet their needs. When I followed up four weeks later, she had already placed two more orders.
4. What is your favorite part of working in customer service?
I have always been interested in working with people and finding solutions to the problems they face. Customer service allows me to serve others and ensure their needs are met in a timely fashion. I find great satisfaction in being able to educate others on how to use a product and why it could be valuable to them.
5. What types of organizational structures have you been a part of?
I have been a part of several organizational structures, including divisional units, teams, and even a virtual group. Each has taught me different ways of transmitting information from customer to management, and has enabled me to learn unique tactics for providing the best service.
Once you have carefully considered your authentic answers to each of these five customer care associate interview questions, you are better prepared to tackle your face-to-face meeting. Your confidence and ability to answer these questions promptly is sure to say a lot about your dedication and self-motivation.