Customer service specialists and professionals should have a solid understanding of all the company’s products and services. They should also be savvy at data entry paired with interpersonal skills, which are crucial in this role.
These specialists should be great communicators so they can handle customer questions and concerns with a professional demeanor. If there’s a chance applicants will start the job remotely but move to an office in the future, you also need to assess their flexibility and resilience. There should be a strong balance of technical and soft skills when it comes to hiring the right customer service specialist.
The pandemic has shifted the way initial job interviews are conducted. There is no knowing if your interviews will take place in-person, virtually or both. Even prior to the pandemic, customer service and call center roles were flexible by nature. Today interviewing job seekers by phone or video is an ideal way to assess soft skills such as communication, professionalism, and key competencies needed to achieve success in the role. It also helps to streamline the hiring process for hiring managers or recruiters; there is typically more flexibility to meet virtually anywhere versus in an office.
Here are a list of attributes to consider during the interview:
How is the candidate's demeanour during the interview?
Are they polite, and do they listen closely to your questions and try to answer them fully?
Do they ask additional questions of their own if they need more clarity?
In addition to assessing their communication skills and professionalism, here are a few questions to ask customer service specialist candidates, with added considerations:
Can you tell me about a time when you’ve experienced great customer service? Does the candidate emphasize a quick resolution to a problem or warmth and empathy? Because everyone has a different idea of what constitutes good service, asking this question will help you determine if this candidate is a fit for your company’s approach to the job.
How have you dealt with frustrated callers? Dissatisfied callers are a major aspect of the job, so it’s important to find out how the candidate approaches them. How would they diffuse the situation? What’s the most important thing to do when you first get a call from someone who is upset? Client relationships are critical for any business and you’re going to want to understand how a potential employee deals with the tough calls.
What do you know about our product or service? Does their reply indicate they have researched your firm to prepare for the interview? While a candidate doesn’t have to be an expert on your products or services, they should have a solid understanding of them.
