10+ Customer Service Agent Interview Questions and Answers

An e-cheque is an electronic version of a paper cheque that is used for making payments online.

• E-cheques are created and signed digitally, eliminating the need for physical paper.

• They are typically used for online transactions and can be deposited into a bank account electronically.

• The clearance time for e-cheques varies depending on the bank and the specific transaction.

• It can take anywhere from a few hours to several business days for an e-cheque to clear.

• During the clearan...read more

Empathy is crucial for delivering excellent customer service.

• Listen actively to customers and acknowledge their concerns.

• Put yourself in the customer's shoes to understand their perspective.

• Show genuine concern and offer personalized solutions.

• Apologize sincerely for any mistakes or inconveniences caused.

• Follow up with customers to ensure their satisfaction.

• Train and empower employees to handle difficult situations with empathy.

Online shopping has become more important during Covid-19 and Teleperformance plays a crucial role in providing customer service for online shoppers.

• Online shopping has seen a surge in demand due to Covid-19 as people prefer to shop from the safety of their homes.

• Teleperformance provides customer service support for various online shopping platforms, helping customers with their queries and concerns.

• With the increase in online shopping, Teleperformance has had to adapt to the...read more

My mobile is a high-end smartphone with advanced features and specifications.

• Operating System: Android 10

• Processor: Qualcomm Snapdragon 865

• RAM: 8GB

• Storage: 128GB

• Display: 6.5-inch AMOLED with 120Hz refresh rate

• Camera: Triple rear camera setup (48MP + 12MP + 5MP) and 20MP front camera

• Battery: 4000mAh with fast charging support

• Connectivity: 5G, Wi-Fi 6, Bluetooth 5.1

• Additional Features: In-display fingerprint sensor, Face unlock, NFC

Customer service is providing assistance and support to customers to ensure their satisfaction and resolve their issues.

• Customer service involves actively listening to customers and understanding their needs.

• It requires effective communication skills to provide clear and concise information.

• Customer service agents should be knowledgeable about the products or services they are supporting.

• Problem-solving skills are essential to address customer concerns and find appropriate so...read more

I am currently working on metrics such as first call resolution, average handling time, and customer satisfaction.

• First call resolution - ensuring that customer issues are resolved on the first call

• Average handling time - tracking the time it takes to resolve customer issues

• Customer satisfaction - measuring how satisfied customers are with the service provided

Chargeback is a process where a customer disputes a transaction and requests a refund from their bank.

• Chargeback occurs when a customer disputes a transaction and requests a refund from their bank.

• The bank then investigates the claim and may issue a chargeback to the merchant.

• The merchant can dispute the chargeback and provide evidence to support their case.

• If the chargeback is successful, the customer receives a refund and the merchant loses the sale and may incur additional...read more

To promote from a detractor, listen to their concerns, empathize with them, offer solutions, and follow up to ensure satisfaction.

• Listen actively to their complaints and concerns

• Empathize with their situation and show understanding

• Offer solutions to address their issues

• Follow up to ensure their satisfaction and resolve any remaining concerns

• Provide exceptional customer service to create a positive experience

The latest flagship device is the iPhone 12 Pro.

• The iPhone 12 Pro was released in October 2020.

• It features a 6.1-inch Super Retina XDR display.

• The device is powered by the A14 Bionic chip.

• It has a triple-camera system with LiDAR scanner for enhanced photography.

• The iPhone 12 Pro supports 5G connectivity.

Role play between a customer and a post office agent in Italian

• Customer: Buongiorno, vorrei spedire questa lettera in Francia.

• Agent: Certamente, posso aiutarla. Quanto pesa la lettera?

• Customer: Pesa circa 50 grammi.

• Agent: Perfetto, la spedizione standard impiegherà circa una settimana. Desidera aggiungere un servizio di tracciamento?

• Customer: Sì, vorrei tracciare la spedizione. Quanto costa in totale?

• Agent: Il costo totale sarà di 10 euro. Posso aiutarla con altro?

• Customer: N...read more

I remain calm, listen actively, empathize with the customer, apologize for the inconvenience, and work towards finding a solution.

• Remain calm and composed

• Listen actively to understand the customer's concerns

• Empathize with the customer's situation

• Apologize for the inconvenience caused

• Work towards finding a solution that satisfies the customer

Customer service is the support and assistance provided to customers before, during, and after a purchase.

• Customer service involves addressing customer needs and concerns

• It includes providing information about products or services

• It also involves resolving customer complaints and issues

• Good customer service can lead to customer loyalty and repeat business

I am expecting a competitive salary based on my experience and skills.

• I have researched the industry standards and my qualifications

• I am open to negotiation based on the job responsibilities

• I am looking for a fair compensation package that includes benefits

• I am more interested in the growth opportunities and work culture than just the salary

BPO stands for Business Process Outsourcing.

• BPO involves outsourcing non-core business functions to a third-party provider.

• Customer service is a common function outsourced in BPO.

• BPO can help companies save costs and improve efficiency.

• Examples of BPO providers include Accenture, IBM, and Infosys.

Quality is more important than quantity in customer service.

• Focus on providing high-quality service to ensure customer satisfaction and loyalty

• Quality service leads to positive customer experiences and word-of-mouth referrals

• Quality service can help differentiate your company from competitors

• Examples: Resolving customer issues effectively, personalized interactions, timely responses