Published On : December 06, 2016
You're ecstatic. Your application was reviewed, and you received more than just an acknowledgement; you were given an invitation to interview for the position of customer care manager. Are you ready for the big day? How will you dress and handle yourself for this interview? Likely you've been studying the company culture, or if you already work there, no doubt you know it well and are trying to anticipate how you can ace the interview.
It's a good idea to prepare yourself to answer commonly asked questions like, "why are you interested in this position?" and, "what makes you think you're the best candidate for this job?" but there are additional customer care manager interview questions that you want to start thinking about before you're in the hot seat. The following are some of the most common customer care manager interview questions you're likely to encounter, along with examples for how you might successfully answer them.
5 Customer Care Manager Interview Questions & Answers
1. What is your level of proficiency with Microsoft Office and CRM programs?
I've been using Microsoft Word, Excel, PowerPoint, Access and Outlook at an intermediate to advanced level for most of my career. I'm comfortable with creating spreadsheets from scratch, and I can edit forms and queries in Access. In the CRM realm, I've used Salesforce to add records, look up customer cases and create custom views. Although I'm most knowledgeable with these software solutions, I'm also willing to learn other technologies and test any tool or new release that agents might benefit from in the future. I've also created custom presentations and delivered these to audiences large and small.
2. Tell us about your experience with statistics and graphical reporting tools?
I've worked with everything from comma delimited files to enterprise-level databases. I've taken college courses in statistics, so I understand the fundamental concepts behind data sorting and processing. That helps me when I navigate reporting tools, as I understand subtleties like the difference between mean, median and mode. I've used both SAAS tools and Excel to create graphs and charts for the clear presentation of data. In general, I understand what types of metrics are important to management versus what agents are interested in seeing about themselves and their peers.
3. What kind of management experience do you bring to the table?
I honestly haven't held a position before that included the word "manager," but I have guided and mentored colleagues in various settings. During one role we hired an intern, and I was responsible for assigning him certain tasks and circling back at times to check in with him. More than once I have helped on-board new employees, which involved requesting account access from IT, providing training on some of our tools, and answering questions as they came up over the course of at least the first six months. I'm comfortable taking on any managerial responsibility, and am confident that as my own style evolves, I'll be approachable for my direct reports and counted on by those over me to implement any new strategy or policy that is developed.
4. How do you like to reward your agents for a job well done?
It depends on the job and the budget, of course, but I find that today's employees care more about recognition than monetary incentives. My favorite type of praise is making sure they consistently know when a customer fills out a 5-star survey for one of their cases. This boosts their confidence and reminds them to keep working hard for more positive interactions. I think it's also good to provide public praise, so if a customer posts an outstanding comment about an agent, I may choose to share it with the entire team. Finally, an occasional gift card, extra vacation day and company swag are other ways to show appreciation for top performers.
5. Do you think competition between agents is a good thing or a bad thing? Explain.
Competition is a good thing, if it's healthy. I want to encourage agents to share information with each other and train one another as each of them likely has certain strengths others could benefit from. But when competition tears down good relationships, it's counterproductive. Say we're experiencing a time of low volume and it's a sunny Friday. A challenge such as whoever can answer three questions correctly gets a chance at leaving today at half time should promote the good kind of competition.