Stage 3: Preparing for Interview

a. Request to browse and get information about below points:

- Nature customer service role

1. Interact with customer either in hands experience or online

2. Assist the customer with regards to their concern or complaints and further to respond
their question and needs
3. A representative of their company

- Level of customer satisfaction

1. Level one: meeting customer expectations

2. Level two: surpassing customer expectation
3. Level three: delighting our customer
4. Level four: amazing our customer

- Empathy

1. Patience and positive attitude

2. Listen to their concern passionately
3. Always be respectful

- Tone of voice

1. Must know the difference between wanted to be heard or undermining someone

2. Must be sure to control one’s emotion to avoid being rude
3. Must talk with respect, assertive and formally with the customer

- First Call Resolution (FCR)

1. Meaning: used to measure customer inquiries or problems resolved on the first call or
contact with a representative or agent
2. The percentage of customer who resolved their touchpoint interaction on the first call or
contact
3. FCR not only helps gauge customer satisfaction
- The higher your resolution rate, the more satisfied your customer tend to be
- And as a result, drive customer loyalty, but also measure your agent efficiency and
ultimately acts as an important factor in contact center profitability

b. Scenario based question will be asked during the interview.

c. Role play session will be done as customer and contact centre executive. Scenario will be given
during the interview.

d. General interview questions:

i. Tell me about yourself

- Describe current situation

- Past job experience
- Reason you’re a good fit for the role
- How u align with the company values

ii. What is your strength and weaknesses

- I am very collaborative. I’ve always enjoyed working on teams and it is one of my

strongest attributes. In my previous job as a customer experience , I led a team that
involved diverse customers that came from various attitude and situation, which taught
 me about my ability to inspire others in stressful situations.
- I also have a very strong positive attitude. with my experience as a (customer service
) , I can view a situation from multiple perspectives and empathize with my customers to
understand their needs at any given time.

weakness
- 1. I'm a bit of a perfectionist, so I sometimes struggle to delegate tasks to my teammates
or groups. This has led to taking on too much. As a ( ) , I've tried to be
intentional about recognizing the strengths of those on my team and delegating tasks that
match those strengths. It was hard at first, but I've seen that by communicating clear
expectations and trusting my team

iii. What is your expectation on contact center

- I’d expect myself to offer customer efficient and effective technical support, customer
service and sales assistance
- I would expect a stress free environment in my office, this may lead to more practical job
and better customer expectation

iv. Why you are seeking role in contact center.

- Career growth
- Company’s reputation, would like to join such a strong and solid company

e. Dress code: Formal / Smart casual (Collar TShirt – for Male Candidate)

f. Avoid using any local accent. Eg: “lah” at end of sentences as you will be assessed on your
language skills for international departments.

g. Always listen actively to the Hiring Manager while they are asking a question, and strictly do not
interrupt while they speak.

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