Referrer: Maria Ana Ella B.

Gonzales
Account: Pair Eyewear
ID: 13491

1. Tell me about yourself?

1. State your credentials, skills, strengths, educational background, contests you’ve won
2. Your likes and hobbies (Example: Exercise, Fashion, Make Up, Skin Care, Pets,
Strategic Games)
3. -Include what good can you bring for the company?
-What can you offer?
-What do you have on the table for them?
4. If no experience, mention your achievements as a former student.
-If u have the experience, state them all and your contributions to your previous
company. (Example: top agent, high scores, perfect attendance, high survey ranking)
-If student, never ever tell that you are currently studying.
Example:
“I already stopped because I can see a potential growth of my career in this industry.”
“I stopped going to college due to financial constraints and I am more interested to explore
the BPO industry.”

Example:
Hi! You can call me Maria. I am a former BS in Biology student at University of Mindanao
and before pandemic, I also worked as an office assistant in the university. I have been
working with BPO industry for over a year already. 3 months with iqor- a retail seasonal
account and 9 months with VXI, a technical account, Comcast. In a year of experience, I
have helped thousands of customers already and I usually get good scores and good
customer feedbacks. On average, I was able to contribute to the company’s good
performance.
I believe my strength is my ability to understand the situation and be able to help the
customers solve their problems and make the experience a lot better for them. I also get
comments from people of me being very hardworking and I do believe in that because I
always meet the demands of work before the deadline and I am good with multi-tasking
as well. That was how I was able to provide a better experience to my previous jobs.
Lastly, I am very teachable and flexible.

2. Why we should hire you?

You should hire me because I am dedicated to work. I will give my best whenever I do
something, and I can be a productive and very competitive employee plus I am teachable.
Based on my performance in my previous jobs, I did well and I never was a headache to
my boss, especially with the scores.

3. Why we should not hire you?

If you are not looking for a well-oriented and experienced (or great) employee, then you
should not hire me.

4. What motivates you to go to work or What is your motivation to find a job?

Professional development is something that’s really important to me since I hope to take
on bigger responsibilities in the future. I would love to have a job where I can use my
skills and make an impact that I can really see with my own eyes. I also love to help other
people solve their problems, you know, making the world a better place. Being in a
company where I can grow and work towards something that really matters. Plus, this will
be an avenue for me to establish new friendships, to have a sense of responsibility, and
I also wanted to learn and improve myself through working in this industry. I would be
more than happy if I could do that here.

5. Why did you leave your last job?

I wanted a new opportunity, where I could learn new things, and grow my career, as well
as where I could work more with new people in a better environment.
6. Why do you want to work for our company?
Based on my research, I’ve heard a lot of good things about this company from my friends
and former co-workers. I chose Awesome OS because, as they said, this company has
a healthy working environment, fun culture, the people and the experience are both great
and I want to be part of it.

7. How would you handle a high-pressure environment or how do you handle

stress?
First is to breathe, keep calm, and think. I actually work better under pressure or
challenging environments as it keeps me motivated. Before, when I was still a working
student, stress and pressure were like my best friends; they never left me. So, I find a
way, such as dividing and creating a schedule for my tasks little by little, so everything
will be taken care of and get done on time without sacrificing the quality. Now, I get used
to them and I can handle them so that I can still produce the desired results. More so, I
leave room for urgent tasks, that might be assigned to me, so that, my schedule is
basically unaffected by emergencies. Afterwards, I reward myself because I deserve it.
This one helps me handle the stress and is very fulfilling.

8. What are your strengths?

I have the ability to influence, persuade, and inspire other people. I am also a good
listener, and that helps me identify customer needs, so I can provide quality service. Plus,
I pay good attention to details in order to provide accurate solutions based on the needs
of the customer.

9. What are your weaknesses?

My one weakness, is that I sometimes, get too involved with customers, but I was already
coached about it and I believe I no longer have that problem.
OR
I tend to pay too much attention to details that sometimes I spend so much time solving
a problem and backtracking things.
10. Have you ever had a conflict with your team leader or manager?
No, my work ethic is strong, so there has been no reason for conflict. However,
sometimes, disagreements happen on how to resolve a particular problem for a customer,
but we have always been able to talk it out, and find a solution, that my team leader has
supported.

11. How do you handle an irate customer or how to deal with abusive slang using
customer?

Not every customer is in the right mood, and I understand that. Irate customers are part
of the challenge and I can handle them with sincere apology and empathy; in that way I
can deescalate the problem so the customer will no longer ask for a supervisor. Showing
empathy like, “Yes, Mr. Customer I understand where you are coming from, I am also a
customer myself, so if I were in your situation- I would feel the same way. Since, I am
very knowledgeable about this issue, which I have encountered a lot of times already, I
am sure that I can fix this one for you. Rest assured that we will not end this call/interaction
unless your problem is solved, okay? So please bear with me. You have reached the right
person.” I’m sure that the customer will calm down and be confident that they are in the
right hands.

Most importantly, always give a positive response. Assure the customer that you are
there, declare your intentions, that you are willing to help them, and that you are on the
same side. Let them know that their demands are reasonable and that their feelings are
valid.

If they won’t still stop:

-Transfer the call to a supervisor or someone in higher position.

By this, the customer will calm down, it’s natural psychology.
If still not, then:
-Discontinue the conversation.
Warn the customer, if he continues with abusive slang or profanity, then it’s time to end
the conversation. If the customer is still abusive, even after speaking to them politely, it’s
better to discontinue the conversation by telling them to contact the customer service
complaint for further discussion. Make sure to take note of it and let the supervisor know.

12. How will you describe a blue color to a blind person?

A blind person has other senses that can be used. I will describe that color blue to a blind
person by using their sense of hearing, like letting them listen to the sound of the sea and
its waves. Or by using their sense of touch, by letting them hold something cold. Also, by
telling them the feeling of serenity, peacefulness, and calmness.

Tip: If one is missing (example: sense of sight), then other senses must make up for it
(example: sense of smell, touch, hearing, taste).

13. How long will you be able to stay in this company?

Maybe I will retire here.
or
I am looking forward to growing and retiring in this company.

14. What questions do you have for us?

-What is your favorite part of working here?
-If ever will I get hired, how many people would there be in my team?
-If it’s okay, can you give me a brief background about what my work would be so I can
prepare?
-Can you describe the culture of this company?
15. What are your goals?
I plan to work hard and distinguish myself from others in this job. I expect to be one of the
top performers within the next 6 months, and possibly a team leader by the end of my
first year.

16. Why do you want to work in a call center?

It’s always enjoyable for me to interact with people and help them solve their difficulties.
Plus, being able to help someone is a very rewarding job, and I would be very happy if I
could do that here.

17. What’s your idea of a call center or what do you know about the Call Center
Industry?
The call center is a service desk, where the customer associate handles a large volume
of calls/emails/chats to render services to the client. For me, working in a call center is
the front line of all customer interactions. It’s the job of agents/associates/reps to listen
and understand customer concerns while also providing helpful information over the
phone. At the end of the day, we need to produce satisfied customers, with every call to
get better job performance.

18. Are you comfortable with night shifts?

Yes, of course, because night shifts, will provide additional income, as per company
policy with night differential, and I’d love that.

19. How you rate yourself on communication skills?

I can say that my communication skills is 8/10 coz I’m still working to make it perfect.

20. Do you enjoy working in a team?

Yes, of course, working in a team is really enjoyable and in that way I can learn new
techniques, knowledge, and skills from co-workmates.
21. What if the customer is not happy with your answer or solution?
If the customer is not happy, with the answer or solution, I will ask the customer, to stay
on the line and pass the call to a supervisor or team leader so they can ask for further
assistance. I think that is better than losing a customer and getting a bad score, of course,
after I have done everything I could.

22. What is your typing skill?

I can say that I have good typing skills, as I can do the documentation properly even while
in the call.

23. What would be your reason if you are going to leave Awesome OS in the future?
I have this mindset focused on growth. It is when I realize that the opportunity to grow
wasn’t available for me anymore and that in order to continue to improve myself
professionally, it will be time to move on and to create more room for growth.

24. What is your motto in life and why?

*State your motto and relate it to work setting.

25. How do you define success?

*Define and expound the idea.

26. How do you find yourself doing repetitive work?

Every job has an element of repetitive work in some aspects. Well, for me, this will be an
advantage as I do things repeatedly, the better I can get. The more familiarized and the
easier it to handle.

27. What do you think are the allowed absences in a calendar year?
Of course, we also need to make time for ourselves, rewind, de-stress, and catch up with
people. Based on my research, allowed or valid absences such as vacation leave, is
about 3% of the calendar year. Calendar year equates to 365 days. So 3% of that is about
11 days in a calendar year.
28. Summarize a movie.
-Brief summary only. Example:
I love this movie entitled Divine Fury, it is a 2019 Korean Film with the genre of action
and horror led by the one and only Park Seo-Joon. He plays a role as a boxing champion,
a fighter, waking up with mysterious bloody wounds on his hands just like the wound of
Jesus when he was crucified. Here, the main character fought against evil forces that
wreak havoc in the human world. It was like a test of his faith towards the Lord. It is
interesting/It was amazing, I highly recommend it.

29. What is customer satisfaction for you?

For me, customer satisfaction meets or surpasses customer expectations. It is achieved
through listening and paying attention to customer’s concerns as well as their tone of
voice, so I will be able to provide the appropriate solution. Also, always acknowledge
them and validate their feelings. I also never forget to set proper expectations so I can
lead them right. That way they will be happy and satisfied.

30. What is your expected salary?

Salary is just my 2nd priority. I am here to develop my career and be an asset to the
company. Of course, I’d like to be compensated fairly. A range of 14-15k basic pay
sounds good. (If newbie: For a beginner, 12-13k would be reasonable). I’m open to
discussing specific numbers after learning more about the job.

31. If there is someone you would like to be, who would it be?
- Mention someone that inspires you the most and reason why.

ALL THE BEST!!!