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5 Helpful Senior Customer Service Interview Tips


If you are searching for new position, you’ve probably already perfected your resume. If you’ve identified the company you want to work for, you may have a winning cover letter as well. Now it is time for your first interview, and you want to be certain you are prepared. By acing your first interview, you greatly increase the likelihood of being called back for a second. Since a job offer is your goal, making a stunning first impression is paramount.

Without a doubt, there are general best-practices for any job interview, but you will want to keep in mind these five senior customer service interview tips. In the customer service industry, answering questions, helping people solve their difficulties and using technology are three important functions, so taking time to highlight your skills in these areas will be your main focus. You’ll also want to be aware of current market trends, and be sure to dress appropriately for the job.

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Senior Customer Service Interview Tips

Highlight Your Listening Skills: As a senior customer service representative, much of your time is spent listening to customers’ questions and complaints. In order to get to the root of their question, you’ll need to understand what they are saying, even when they don’t communicate well or are treating you rudely. Good listeners are known for their ability to focus on what is being said and putting that information into the correct context. During your interview, make sure you share some examples of your skill, such as a time when a customer was confused or spoke with a difficult accent. Also, put your listening skills on display by keeping eye contact, leaning forward and focusing intently on your interviewer.

Detail Your Problem-Solving Skills: Of all the senior customer service interview tips, this one is perhaps the most important. Your methods for solving day-to-day problems that occur on the job show how skilled you are in this area and how desirable you are as an employee. Tell your interviewer how you typically go about solving problems, and share an example of an especially harrowing difficulty you solved in a way that made all parties happy. Relay the events in a positive manner, and be careful not to make negative comments about past customers or coworkers.

Get Technical: In customer service, much of the work is accomplished using technology. If you’ve been in this field for a while, you probably have a good grasp of the programs that are used most often. Computers and phone systems are utilized to communicate with customers, coworkers, subordinates and superiors. Spreadsheets and databases are used to record important information. If you already know how to use industry-standard hardware and software systems, be sure to highlight that, and give examples of which ones you are especially proficient at using. Or, if you’re not completely up to speed, let your interviewer know that you are a quick learner (if this is true) and don’t anticipate difficulties catching up once you’re hired.

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Think of the Future of the Industry: If you stay current with the customer service industry, you likely know which market trends are on the horizon and how they will affect the industry. For instance, new software might make it easier to chat with customers or streamline the record-keeping process. If possible, direct the interview conversation towards new technology, and let your interviewer know that you are excited about the future of the industry. Job applicants who display enthusiasm stand out from the competition and are more likely to be offered a position.

Prepare Your Own Questions: If you want the job, be ready to ask a few questions near the end of the interview. Asking questions makes you seem interested and excited by the idea of working for the company, and it gives the hiring manager a clear indication that you would like to pursue employment. So what kinds of questions should you ask? Go for ones that have specific answers, but are not complicated, such as inquiring about the values of the company, the management style, what continuing education opportunities exist and the process for advancement. You may also inquire about the daily responsibilities of the position and how many people you would be supervising. Avoid asking questions about compensation, as this is something the hiring manager should bring up at a second interview.

By making a strong first impression, you may be called back for a second interview. Mastering these five senior customer service interview tips can lead to your dream job.