Customer Service Representative Interview Questions
The thing about hiring great Customer Support Representatives is that there’s only so much that you can train. You can educate them about the product, give them scripts, and walk them through manuals and processes, but after that, they have to be able to connect with your customer on a human level.
The best customer support representatives have a genuine desire to help customers. They’re patient, empathetic, and endlessly communicative. They love to talk. They can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these are the people who can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and will investigate further if they don’t have enough information to resolve the situation.
Use these open-ended and situational questions to get a sense of how much customer service experience they have, and what motivates them to excel. Listen closely to see how well they work on teams, how clearly they explain processes, and how swiftly and thoughtfully they handle troubleshooting and conflict resolution.