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Customer Care Representative Interview Questions

This document provides sample interview questions for a Customer Care Representative position. It suggests giving candidates hypothetical scenarios and role-playing exercises to evaluate how they handle customer issues. Relevant experience, such as previous customer service or sales work, is advantageous. The questions cover topics like dealing with dissatisfied customers, communicating with internal teams, using CRM software, and achieving quotas. Behavioral questions also aim to understand the candidate's customer service approach and preferences.

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794 views2 pages

Customer Care Representative Interview Questions

This document provides sample interview questions for a Customer Care Representative position. It suggests giving candidates hypothetical scenarios and role-playing exercises to evaluate how they handle customer issues. Relevant experience, such as previous customer service or sales work, is advantageous. The questions cover topics like dealing with dissatisfied customers, communicating with internal teams, using CRM software, and achieving quotas. Behavioral questions also aim to understand the candidate's customer service approach and preferences.

Uploaded by

Maudi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Customer Care Representative interview questions

Use these sample Customer Care Representative interview questions during your hiring process to
identify qualified candidates with strong customer service skills. Similar job titles include Customer,
Customer Service, Customer Support, Client Service, Guest Service and Customer Relations
Representative.

Customer Care Representative Interview Questions


Customer Care Representatives or Customer Service Representatives are tasked with keeping
clients satisfied. They inform them about products and services, answer their questions and resolve
their issues.

Give candidates hypothetical scenarios and perform role-playing exercises that simulate the job to
test whether they’re qualified for the position. Even small changes in candidates’ body language
can help your screening process. Signs of discomfort or poor patience indicate a person who might
find it hard to deal with customers’ complaints under pressure.

Candidates with previous customer service or sales experience will have an advantage. They’re
likely to be more comfortable interacting with your company’s customers. Since this is usually an
entry-level role, keep an eye out for junior candidates with a flair for communication. If your open
role requires technical knowledge, opt for candidates with troubleshooting experience.

Operational and Situational questions

What would you do if you were on the phone with a dissatisfied client and didn’t know how
to answer their question?
How would you reply to an angry customer who wants to speak with your manager?
How would you respond to a client who complains that the product is too expensive and
asks for a discount?
How would you handle multiple calls and emails from customers about a system failure that
was due to a technical issue beyond our control?

Role-specific questions

How many customers do you usually talk to daily?


Are you familiar with our products/services? What do you think are the most common
issues we face with clients?

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How do you communicate customer comments to internal teams (e.g. Marketing and
Product)?
Are you familiar with CRM software? What tools do you use on the job?
Do you use social media and forums to contact customers and answer their queries? If so,
what are the basic rules of effective online communication?

Behavioral questions

How do you work with targets? What’s your track record of achieving quotas?
What do you find interesting about the customer care sector? Why did you choose this
career?
How do you prefer to contact clients: in-person, via email or on the phone? Why?
Describe a time you turned a negative situation with a customer into a positive one.
Do you prefer individual or team goals? Why?

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