Finding candidates with strong customer service skills is not an easy task. These Customer Care Representative Interview questions will make your hiring process easier and help you screen the potential candidate.

Customer Care Representative Interview Questions

The key role of a customer care representative or customer service representatives is to keep clients satisfied. They have to inform the clients about products and services answer their query and resolve their issues.

Giving some hypothetical scenarios and role-playing exercises will help you gauge whether the candidate is qualified for the position. Look for body language to make your screening easier.

Candidates with experience in customer service or sales will have an advantage. Keep an eye out for fresher with a flair for communication. If your open role demands technical knowledge, opt for an applicant with troubleshooting knowledge.

Use these Customer Care Representative Interview questions for similar jobs like customer support, client service and customer relations representative.

Operational and Situational questions

• You are on the phone with a dissatisfied client and don’t know how to answer their question. How would you tackle such situation?
• How would you deal with an angry customer who wants to speak to your manager?
•  If a client complains that the product is too expensive and asks for a discount, how would you deal with it?
• How would you tackle multiple calls from customers complaining about a system failure caused by a technical issue that is beyond your control?

Role-specific questions

• How many customers do you handle daily?
• Do you know about our products/services?
• What are the most common issues we face with clients according to you?
• How do you present the comments to internal teams?
• What is CRM software?

Behavioral questions

• What would you do to work with targets? Give us the track record of achieving quotas?
• What is very interesting about the customer care sector? Why did you prefer this career?
• How do you like to contact clients: in-person, via email or on the phone and why?
• Can you recall a time you turned a negative situation with a customer into a positive one?
• Do you believe in Individual or team goals and why?