Customer Care Rep

Customer Care Representatives are client satisfaction pros. They keep in touch with customers to inform them about products and services, answer questions and resolve issues.

Customer Care Rep interview questions

Your future high-performing candidate will be confident, calm and have awesome communication skills.

Top tips: 

  • Hypothetical scenarios and role-play will help you test if your candidate can cope on the job. 
  • Look out for small changes in body language to help you screen. Uncomfortable or impatient candidates might find it hard to deal with pressure.
  • Hire candidates you can grow with by making sure their personal career goals align with your company's mission.

Problem solving interview questions

  • What would you do if you didn’t know how to answer an unhappy client’s question?
  • How would you deal with an angry customer who wants to speak with your manager?
  • How would you respond to an unhappy client who wants a discount?
  • How would you handle multiple customer calls and emails about a tech issue beyond our control?

Role-specific interview questions

  • How many customers do you usually talk to daily?
  • Have you used our products/services? What do you think are our most common complaints?
  • How do you share customer comments with internal teams?
  • Are you familiar with CRM software? What tools have you previously used?
  • Do you contact customers via social media? What are the basic rules of awesome online comms?

Behavioral interview questions

  • Have you ever worked with targets? What’s your track record?
  • Why did you choose to work in customer care? 
  • What’s your fave comms type: in-person, email or phone? Why?
  • Describe a time you turned a negative situation with a customer into a positive one.
  • Individual goals v team goals: What’s better and why?

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