Call Center Team Leader

I would apologize for the inconvenience, but I would not be discouraged by that response. I know that not everybody will be up to talk. I have worked with employers that push the sale and some that prefer I only pursue interested clients. I am comfortable doing whatever strategy is most suitable for your company.

I cannot say I have ever had a serious conflict, as I have a good work ethic and my job performance is excellent. There have been some instances where I have encountered disagreements as to the best way of handling a specific customer issue. In these circumstances, I have been able to discuss the problem with my supervisor and arrive at a solution that was both satisfactory to the customer and met with my supervisor’s approval.

Whether you are working at an inbound or an outbound call centre, your job relies on great customer service. Therefore, expect the employer to ask you about key elements of customer service. When answering this question, concentrate on an answer that shows respect for the customer, understanding of the customer's needs, the ability to listen well, meeting the customer's expectations, and serving the customer above their expectations.

One of my greatest strengths is my ability to learn fast on the job and teach myself different skillsets. And while I don’t have much experience in customer service, I think my ability to learn will help me overcome that obstacle quickly.

When a candidate cites specifics from your job posting, it’s a good indicator of attentiveness.

A close reading of the job listing and working details into their answers is a sign that a candidate is particularly interested in your open role, and not just mass applying to every job listing they encounter.

A candidate’s answer to this question will also tell you more about what they’re looking for in a call center job, which will help you figure out whether they’re a good fit based on how well your open position aligns with their stated expectations.

The customer is no doubt having trouble with their product, and having to wait on hold for technical assistance can be frustrating. I understand this, and thus I can avoid getting angry because I can sympathise with their frustration. Irate customers are part of life, and a simple apology will usually go a long way toward calming them down.

Absolutely! I’ve been trained to do so, and my excellent multi-tasking skills make it possible for me to manage multiple phone lines efficiently.

Stay positive! Maybe taking calls all day is not your ideal job, but if you really want this one, you need to describe a call center as an environment of excellent customer service with employees who are flexible, cheerful, and extremely helpful.

Job interviewers often ask what motivates you. While we are all motivated by money, it is not the best answer in this case. One possible answer is that doing a good job motivates you. Then, follow that up with an example of a situation where you did a good job that really impressed your employer. Another possible answer of what motivates you is that giving great customer service makes a customer feel like you have really met their needs even in a tough situation. Again, follow this up with a story of how you gave a customer outstanding service.

Get nervous if the candidate doesn’t appear to have ever thought about this question. Ideally, your interviewee will talk about their strengths and priorities for great customer service.

They might talk about how they actively listen to customers or manage their time well to resolve issues quickly. Perhaps they discuss how they develop in-depth product knowledge.

But if the candidate seems stumped by this question, it’s a red flag that they’re inexperienced or don’t prioritize self-reflection and self-improvement.

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.

No, I have a strong work ethic and excellent communication skills so there has been no reason for conflict. Ihave had disagreements on how to resolve a particular problem for a customer, but I have always been able to talk it out and find a solution that my manager has supported.

When I have an employee that is struggling, I will first schedule a one-on-one with the employee to see where the issue may be stemming from. Once I have a better idea of what’s causing the performance issue, I will give the employee a detailed plan for them to get back on track. We will then work on the plan together to ensure that they have a better understanding of the performance expectations and execution.

In my previous position, I received training in call center procedures. My training included traditional instruction, computer training modules, and role playing. I was responsible for handling up to five phone lines at a time. Also, I am an excellent multi-tasker so handling several lines simultaneously is not an issue for me.

While I haven’t worked in a call center previously, I have juggled customer service while I was working in retail. Handling multiple customer returns each day involved a lot of multitasking with our inventory system, communicating with the customer, and accessing our POS system.

Personality differences are just a part of life, and understanding that has helped me to avoid conflicts with my managers. Communication is the key to solving all problems.

Now that you know a bit about them and their background, it’s good to get a sense of why they’re interested in this particular role. Look out for specific keywords in their answer. Assuming this is a role for a contact center agent, responses like “customer facing” or “problem solving” might be great keywords for you. It also shows you how well they understand the role.