Customer Care Representative

Interview Questions

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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?

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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?

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?

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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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