Prepare for your Customer Support Representative interview. Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.
This question can help the interviewer determine if you have the necessary skills and experience to succeed in this role. Use examples from your past experience that show you are comfortable talking on the phone and interacting with customers in person.
Answer Example: "Yes, I am very comfortable talking on the phone and interacting with customers in person. In my current role as a Customer Support Representative, I am responsible for answering calls and emails from customers who have questions or concerns about their accounts. I also visit customers in person at their businesses to provide support and assistance with their technology needs."
Employers ask this question to learn more about your background and how it relates to their company. Before your interview, make a list of all of your past experiences that relate to customer support. Focus on highlighting the skills you developed while working in these roles.
Answer Example: "In my last position as a Customer Support Representative, I was responsible for answering incoming calls and emails from customers who had questions or concerns about their orders. I also used a software program called Zendesk to track all of the information we received from customers. This helped me stay organized and ensured that I could quickly find information when needed."
This question can help interviewers understand how you handle stressful situations. Use your answer to highlight your problem-solving skills and ability to remain calm in tense situations.
Answer Example: "I would first try to calm the customer down by listening to what they have to say and empathizing with their frustration. If they’re still yelling, I would ask them to take a deep breath and then pause before responding so they have time to calm down. If this doesn’t work, I would transfer the call to my manager so they can help resolve the issue."
This question can help the interviewer understand how you approach your work and whether your process is effective. Your answer should include steps that show you are organized, detail-oriented and able to work independently.
Answer Example: "I first try to understand what the customer is experiencing by asking questions and listening carefully. Then I research the issue or problem to determine if it’s something we can solve directly or if we need to refer them to another department or resource. If it’s something we can fix, I create a solution plan by breaking down the issue into smaller tasks and setting deadlines for each one. Finally, I follow up with the customer to make sure they are satisfied with the resolution."
Employers ask this question to see if you are willing to go the extra mile for their customers. They want someone who is passionate about helping others and providing excellent customer service. When answering this question, think of an example where you went above and beyond for a customer and how it impacted their experience.
Answer Example: "I once had a customer who was having trouble with their computer. They were having issues with the operating system, software and hardware. I spent over an hour on the phone with them, troubleshooting different solutions until we found one that worked. This helped the customer solve their issue and made them feel valued as a customer."
This question can help the interviewer understand how you prioritize your work and ensure customers receive the assistance they need. Your answer should show that you are willing to take initiative to find the appropriate person or department to help a customer, even if it’s not within your own role.
Answer Example: "If I don’t know the answer to a customer’s question, my first step is to listen carefully to their needs and ask clarifying questions to ensure I understand what they are looking for. This helps me determine if there is someone else who could better assist them with their query. If not, I will do some research to find the best person to speak with them."
This question can help the interviewer determine how you approach new situations and whether or not you are willing to learn. Your answer should show that you are willing to take on challenges, are eager to learn and have a desire to provide excellent customer service.
Answer Example: "If I were assigned to help a customer but I was unfamiliar with the product or service they were inquiring about, I would first try to find out as much information as possible about the product or service. I would look up any relevant information about the product or service in order to better understand it and be able to provide accurate information to the customer. If I still had questions about the product or service, I would ask my supervisor or other coworkers who may be more familiar with it."
Customer support representatives often work with stressed customers. Employers ask this question to make sure you have the ability to handle stress in a professional manner. In your answer, explain how you manage stress in the workplace. Share a specific strategy that has helped you in the past.
Answer Example: "I understand that interacting with customers can be stressful at times. However, I always try to remain calm and professional when dealing with stressful situations. When I feel myself becoming overwhelmed, I take a short break to relax and regroup. This helps me return to the call with a clear head and ready to provide the best customer service possible."
This question is a great way for the interviewer to see how you feel about the job and whether you’re interested in learning more about their company. It’s also an opportunity for you to ask questions about the position or company that you may not have been able to find answers to before your interview.
Answer Example: "I do have a few questions for you. First, I’m curious about the customer support team’s goals for the next year. I’d like to know how I can contribute to those goals and help the team achieve them. Second, I’d like to know more about the culture here at the company. I’m excited to join a team that values collaboration and teamwork."
This question can help the interviewer assess your knowledge of customer support systems and processes. Use examples from your experience to show how you use ticket systems to track customer support requests, manage them and ensure they are resolved in a timely manner.
Answer Example: "I use a ticket system to track customer support requests because it’s an efficient way to keep track of all the requests I receive. It allows me to see all the information about each request in one place, such as who submitted it, what the issue is and when it was resolved. This helps me stay organized and ensures I’m able to provide efficient customer support."
This question is an opportunity to show your knowledge of the company’s values and how they align with your own. When answering this question, it can be helpful to mention a specific example of when you implemented customer service practices that were beneficial for both the customer and company.
Answer Example: "I believe that customer service is an essential part of any business, and I take it seriously when interacting with customers. I always try to be friendly and helpful when answering questions or solving problems for customers. I also think it’s important to be aware of what’s going on in the customer’s world when they’re interacting with our company. For example, if they’re having trouble with their computer, I might ask them how their day is going or what they’ve been up to lately. This helps me get to know them better and makes them feel like they’re being cared for."
This question can help the interviewer understand your customer service style and how you plan to serve their company’s clients. Use examples from past experiences to describe the types of customers you enjoy working with most, as well as those that are more challenging.
Answer Example: "My ideal customer is someone who is friendly and willing to work with me to solve their problem. I enjoy helping people who are patient and understanding when I need more time to find an answer or solution. In my last role, I had a customer who was very friendly and patient when I needed to research his issue further. He even offered me coffee while I was researching."
Employers ask this question to learn more about your qualifications and how you feel you would fit into their company. Before your interview, make a list of all the skills and experiences that make you an ideal candidate for this role. Focus on highlighting your most relevant skills and abilities while also mentioning any transferable skills you have.
Answer Example: "I am an ideal candidate for a customer support position because I am highly organized, detail-oriented and empathetic. I have excellent communication skills, which I use to effectively communicate with customers and resolve their issues. I am also a problem-solver who enjoys finding solutions to problems. Finally, I am willing to learn new things and take on challenges."
This question is a great way for the interviewer to learn about your experience level with customer support software. If you have previous experience using specific programs, be sure to mention which ones and explain how you used them in your previous role.
Answer Example: "I’m most familiar with using Zendesk and Freshdesk as they are two of the most popular customer support software programs in the industry. I’ve used Zendesk for the past two years at my current job and I’m very comfortable with its features and functionality. In fact, I’ve even created some custom scripts that have helped me streamline my daily tasks."
This question is your opportunity to show the interviewer that you have what it takes to be successful in this role. You can answer by identifying a trait, explaining why it’s important and giving an example from your experience.
Answer Example: "I think the most important trait for a successful customer support representative is empathy. A successful customer support representative needs to be able to understand the customer’s needs and provide them with solutions that meet those needs. I have been in situations where I had to provide customer support for a product that I wasn’t familiar with, so I had to rely on my empathy to help me understand what the customer was trying to say."
This question can help interviewers understand how you feel about communicating with customers and their expectations. Your answer should show that you know when to update customers and what information is most important for them to receive.
Answer Example: "I believe customer support representatives should update customers on the status of their request every 24 hours or sooner if possible. This allows customers to know exactly where their request is in the process, allowing them to feel more confident in the company’s ability to help them. It also allows me to stay organized by keeping track of each request’s progress."
This question can help the interviewer understand how you would handle a challenging situation. Use your answer to highlight your problem-solving skills and ability to work with others.
Answer Example: "I would first try to contact the customer by phone or email to resolve the issue. If they are unavailable, I will reach out to their account manager to get more information about the discrepancy. If the issue still cannot be resolved, I will contact my supervisor for further guidance."
