10+ Senior Customer Service Representative Interview Questions and Answers

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

• Active listening and empathy are key skills in handling an irritated customer

• Apologize for the inconvenience caused and offer a solution to their problem

• Stay calm and professional, even if the customer is being rude or aggressive

• In 5 years, I see myself in a leadership role within the company

• I left my previous job to pursue new opportunities and challenges

• Yes, I a...read more

BSOD, troubleshooting, no boot, no post issues are common computer problems.

• BSOD (Blue Screen of Death) is an error screen displayed on Windows systems when a fatal system error occurs.

• Troubleshooting involves identifying and resolving problems with hardware or software.

• No boot refers to a computer that is unable to start up properly.

• No post refers to a computer that is unable to complete the Power-On Self-Test, which is the initial hardware check performed when a computer is...read more

Handling a call from a customer acting as a bank representative

• Remain calm and professional throughout the call

• Verify the customer's identity and their authority as a bank representative

• Listen actively and empathetically to understand their concerns

• Provide accurate and helpful information or assistance

• Follow proper protocols and procedures for handling bank representatives

• Document the call and any actions taken for future reference

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

• Customer service involves addressing customer inquiries, resolving issues, and providing guidance.

• It includes maintaining a positive and helpful attitude towards customers.

• Examples of customer service activities include answering phone calls, responding to emails, and assisting with product returns.

To convince the customer to buy the product, focus on highlighting its benefits, addressing their needs, building trust, and offering incentives.

• Highlight the unique features and benefits of the product

• Address the customer's needs and pain points

• Build trust by providing testimonials or case studies

• Offer incentives such as discounts, free trials, or guarantees

• Provide excellent customer service and support

Metrics in BPO are key performance indicators (KPIs) used to measure the performance of customer service representatives.

• KPI Scorecard is a tool used to track and measure the performance of customer service representatives in a BPO setting.

• Common metrics in BPO include average handling time, first call resolution rate, customer satisfaction score, and call abandonment rate.

• KPI Scorecard helps in identifying areas of improvement, setting performance goals, and evaluating the e...read more

NTT DATA is a global IT services provider known for delivering innovative technology solutions to businesses worldwide.

• NTT DATA is a Japanese multinational company

• It offers a wide range of IT services including consulting, system integration, and outsourcing

• NTT DATA has a strong presence in various industries such as healthcare, finance, and automotive

I am fluent in multiple languages and have excellent communication skills.

• I am fluent in English, Spanish, and French.

• I have experience working with customers from diverse linguistic backgrounds.

• I have received positive feedback on my communication skills in previous roles.

Customer service is the provision of assistance and support 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

• Examples include answering phone calls, responding to emails, and providing in-person assistance

Chat concurrency refers to the ability of a customer service representative to handle multiple chat conversations simultaneously.

• It allows representatives to be more efficient and handle more customer inquiries at once

• It requires strong multitasking and communication skills

• Examples include using chat software that allows for multiple chat windows to be open at once

• It can improve customer satisfaction by reducing wait times for responses

I am flexible with travelling and willing to travel as needed for the role.

• I have a valid driver's license and access to a reliable vehicle.

• I am comfortable with flying and staying in hotels for business trips.

• I am willing to adjust my schedule to accommodate travel requirements.

• I have experience with managing travel logistics and expenses.

• I am open to occasional weekend or evening travel if necessary.

My favourite game is chess.

• I enjoy the strategic thinking and planning involved in each move.

• It's a game that requires both patience and quick thinking.

• I also appreciate the history and tradition behind the game.

• For example, I love studying the games of famous chess players like Bobby Fischer and Garry Kasparov.

• Overall, chess is a challenging and rewarding game that I always enjoy playing.