Interview questions

1. Tell me about yourself. 

I graduated with English and Korean degree in 2016, and was offered an external expert
position from a media company I had interned with. I loved working with customers and
managing and growing my experience, but the industry we were in just wasn’t very
appealing to me. After that, I stayed 2 years and learned a ton about how to build and
manage accounts successfully in Princeton Uni with a business management degree and  I
ended up becoming a top performer in my class before graduation. After that, I pursue a
customer service management assistant position that I’m really excited about which is civil
aviation. I’ve worked at Vietnam Airlines for 1 year and I feel ready to take my career to the
next level so that’s why I’m currently looking for a new opportunity.

2. What are your strengths?

I think one of my greatest strengths is as a problem solver. I have the ability to see a
situation from different perspectives and I can get my work done even in the face of difficult
obstacles. I also feel that my communication skills are top-notch. I feel just as comfortable
presenting to senior executives as I do mediate a conflict between junior team members.

3. What attracted you to come for a job at Uri Airways?

Well, I have great respect for Uri Airways’s service and I would welcome the opportunity to
work with the best in the business.  At the same time, I have my bestie in this industry who
have told me about your company’s respect for employees and how you create a great
environment for rewarding innovation. I think my proactive style would fit in really well
here — especially in this particular role.

4. What steps would you follow when dealing with a customer complaint? 
The steps I would follow include:

Step 1 – Listening to the customer and their complaint.

Step 2 – Apologizing if the situation dictates the need to.
Step 3 – Taking positive and immediate steps to resolve the issue while keeping the
customer informed and updated on my progress.
Step 4 – Once the complaint had been resolved I would apologise once again and then
contact the customer a few days later to check that everything was still to their satisfaction.

5. Why do you want to work in customer service?

I am very much a people person who loves going out of their way to make people happy.
Therefore, I would not like to be sat in an office working behind a computer. Having
already experienced a customer service role, it is one I very much want to work within. I
thrive and feel happiest in an environment where delivering outstanding customer service is
key. Also, I understand that customer service work can be difficult at times, but I love the
challenge this type of role presents and I would not want to work in any other environment.
6. What do you consider to be the most important skills for an assistant manager?
Wow, that’s a great question! I believe the top 2 qualities are patience and communication
skills.

Firstly, patience is required because working within a customer service role can be
challenging, especially if you are dealing with a difficult or unhappy customer. Patience is
also required because you have to continually look for ways to improve and develop the
customer service experience.

Secondly, effective communication skills are absolutely key when working within a
customer service role. This means both listening and speaking! How and what you say to a
customer, whether in person or via email, can have a significant impact on the customer
service experience.

7. If there is a difficult employee in your team, how do you manage him or her?

In my previous job as a manager assistant of the customer service in Vietnam Airlines,

I had a team member who was struggling with handling customer service in a
professional manner. His feedback scores were generally lower than the averages of
other team members. The main reason for this was that clients pointed out his inability
to address their concerns empathetically. Of course, for us as a company, this meant
that our reputation was impacted by his actions.

I spoke to him in private and addressed the poor evaluations, and we went over his
customer ratings together. By highlighting the specific negative feedback from clients,
he understood what he needed to work on. He asked me if he could get in-house
training to improve his client engagement skills.

After he finished his training, I offered to coach him and go over his client
conversations together. We had a sit-down and made a plan together to improve his
performance, his customer evaluation scores improved soon after. He’s currently
scoring above average regularly and has much more fun in his work.

8. How do you handle conflict at work?

Everyone has to deal with conflict at some point. I have found that when there is conflict it
helps to try and put yourself in the other person's shoes and understand their perspective.It is
important to ask questions and listen to their point of view. If you know what their
interpretation of the situation is, then it is easier to work out a solution.