21⟩ You have a project due in one hour but a more important emergency that affects business needs to be fixed immediately, what do you do?
Focus on the issue that impacts the business most first.
Customer Support Executive
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“Customer Support Executive based Frequently Asked Questions in various Customer Support Executive job interviews by interviewer. These professional questions are here to ensures that you offer a perfect answers posed to you. So get preparation for your new job hunting”
61 Customer Support Executive Questions And Answers
22⟩ Suppose if a customer came in and wanted to return an item they had obviously used extensively without a receipt, what would you do?
I would first consult the company policy on returns. Then, assuming it follows company policy, I would try to see if they have an account with the store so I could look up their past transactions. If I found their transaction in the system, I would refund them for the purchase.
I would search for the price of the item and offer to refund the customer with store credit.
23⟩ Tell me what do you do if the dialer puts a Do Not Call number through to you by mistake?
As soon as I know that this is a DNC number, I will apologize at once to the customer for the error and assure them that their number will be immediately included in our internal DNC list. I will also make a note in the CRM application so even if the system error happens again the next agent won’t be forced to deal with an escalated problem. I will also report the problem to my team leader or manager as soon as I hang up.
24⟩ Explain me two examples of times when you’ve turned an angry customer into very happy customer?
This should be an easy question for a great customer service representative to answer. In fact, some candidates might wow you with their response, as they cite a time they personally delivered a particular product to someone or spent 45 minutes after their shift ended talking a customer through a problem.
25⟩ As you know this position requires functioning well within a team to resolve customer issues. Can you describe your experience working in a team environment and your teamwork skills?
I was part of two teams in college: the baseball team and the student government. Both experiences involved working closely with people who held very different viewpoints from mine. Those differences turned out to be valuable because opposing perspectives resulted in greater solutions than we would have otherwise found. The most important thing I have learned about teamwork is that in order for a team to reach its potential, everyone must contribute and be valued. On those college teams and in every job I’ve held, believing that everyone has something to bring to the table has resulted in better results and a better culture.
26⟩ Explain me what do you do when a customer points out a big, known issue with your product or service?
This question should give you a sense of the candidate’s ability to empathize with a customer. Good customer service reps should be able to apologize and acknowledge known problems while assuring customers that your team is working on a solution.
27⟩ Tell me what do you enjoy about customer service?
It’s important for customer service reps to be empathetic and people-oriented. Good answers might include “I like talking to people and finding out about their lives” or “I love the feeling of helping somebody solve a problem they’re having.”
28⟩ How much are you willing to sacrifice to be successful at work?
With anything comes sacrifice. The questions is how much of it are you willing to sacrifice with regards to work life balance, stress, etc?
29⟩ If you have multiple projects on your plate, how do you handle completing them on time?
Prioritize based on business importance. Set clear timelines for each so that you know which ones to knock out first. Get your teammates to help if necessary.
30⟩ Tell me what is an example of a time when you identified a problem and advocated on behalf of a customer?
Good customer service reps help customers solve problems, but great customer service reps are proactive about looking for ways to prevent problems from occurring in the first place.
31⟩ Top 20 Customer Support Executive Job Interview Questions
1. Tell me about your tech support experience.
2. About how many calls did you answer on average in a day?
3. What procedures did you follow when you received a call?
4. What percentage of all calls were you able to answer without escalation?
5. How long were you prepared to work on a call before escalating it?
6. What percentage of every 8 hour shift were you either on the phone or available to take a call?
7. Would you say there was much diversity in the type of calls you received?
8. How did you like working third shift?
9. What percentage of your cases needed 2 or more calls to clear the same issue?
10. How did you deal with really upset customers?
11. How many angry customers would you refer to your supervisor in a week?
12. How do you feel about going on the road from time to time?
13. Could you deliver a training class if necessary?
14. How would you deal with a disruptive student?
15. What if he didn’t realize he was a disruptive student?
16. What sort of ramp-up time do you think you need to be fully productive?
17. What are you expecting from this job?
18. Where do you see yourself being in 2 years?
19. Do you have any questions?
20. What qualities do newly hired employees possess?
32⟩ Your client is upset with you for a mistake you made, how do you react?
Acknowledge their pain - empathize with them. Then apologize and offer a solution to fix the mistake.
33⟩ Please explain how would you handle an angry call from a customer?
First, you need to allow them to vent their anger. If they are abusive, tell them you’re willing to listen, but only if they stop using profanities. Next, hear what they have to say and note down key points. Third, re-state the main points so both of you are clear about the situation. Fourth, find a solution that fits within your company’s policies and can redress the customer’s problem. Fifth, confirm that the problem has been solved and that the customer is satisfied with the solution. You may not be able to do all of this in one phone call, but this is the essential process. The important part is to keep your cool at all times, and genuinely try to find a solution that will make the customer happy.
34⟩ GENERAL Customer Support Executive Job Interview Questions
☛ Tell me about your previous work experience as a customer support represantative?
☛ What have you done to become a better customer service representative?
☛ What qualifications do you have that make you suitable for this position?
☛ What are the top qualities everyone who works in customer service needs to succeed?
☛ Why would you be a good fit for our company as a customer service representative?
☛ What do you know about our products and services?
☛ What have you done at your previous company to increase revenues, reduce costs or save time?
☛ What makes you a team player?
☛ Do you prefer to work in a team or alone?
35⟩ You are not given the tools you need to be successful. How would you change that?
State a business case to your manager / leader as to why you need the tools and make the request for them.
36⟩ Please explain yourself as someone who can easily handle fast-paced, high-pressure situations?
Yes, I would. I previously worked as a cashier at a busy big-box retailer, and the environment during holiday sales was incredibly hectic. Cashiers were given scores based on the speed at which they completed checking out customers, and too many low scores resulted in discipline from the lead cashier. Many of my coworkers regularly complained that the system was unfair. I embraced the challenge, however, by focusing on the things I could control and ignoring the things I couldn’t. This strategy made me the fastest cashier in the store and kept my stress level low.
37⟩ Why did you leave your last position as Customer Support Executive?
This is a tricky question because “anything you say can and will be held against you!” Be careful and only answer with a positive tone. You can say that you didn’t find the job challenging enough for your skills, or that the workload was sporadic and you spent, say 40%, of your time on ‘idle’ mode. Never speak ill of your last employer because it shows that you will do exactly the same once you leave this one! Protect the image of your previous employer, and your current one will respect you for it.
38⟩ Tell us how do you measure your success as a customer service rep?
Good candidates should put the experience of the customer first, but they should also be conscious of things like response time, tickets closed, and other metrics that translate to cost savings for your customer service department.
39⟩ Tell us do you prefer to work alone or with others?
Customer service is aimed at making the business improve its operations for greater profitability. In effect, staff members should communicate customer tastes, preferences, complains and changing trends to their colleagues and seniors for adjustments and improvements to be made. The interviewee should demonstrate their ability to work, under minimum supervision, within a team. They should leave no doubt as to the benefit they will bring to the business.
40⟩ What are your strengths and weaknesses as Customer Support Executive?
Your answer should be relevant to telemarketing, so you could say: I have the ability to talk effectively and persuade people. I am a good listener, and that helps me identify customer needs so I can sell more effectively. My one weakness is that I sometimes get too involved with customers, but I have counseled with my previous manager on this and I believe I no longer have that problem.
