Customer Service Executive Job Description, Skills, and Qualities
Customer Service Executives are responsible for liaising with customers, dealing with product-related questions and queries, dealing with complaints, processing orders, and responding to telephone calls and emails. It is a role that requires a unique set of skills and attributes and it is vital they represent the company brand in a positive manner which will in turn generate additional sales.
Skills and qualities of customer service executives include:
- Excellent customer service and attention skills and the ability to respond effectively to complaints;
- Good communication skills, both in writing and verbally;
- Teamworking abilities and need to be a supportive and cooperative team member;
- The ability to manage a large workload include responding to emails and telephone calls in a fast and efficient manner;
- Report directly to company managers or supervisors to update on customer service standards and targets;
- A passionate and motivated approach to tasks and dealing with customers;
- Maintaining competence in the role and keeping up to date with product knowledge which can be passed on to customers following their questions and queries.
- Processing customer orders and managing customer accounts as and when required.
- Any other duties deemed appropriate by the Customer Services Manager.
Q1. Tell me about yourself and why you want to become a Customer Service Executive?
"I am a conscientious, hard-working, and professional employee who understands how my work as a Customer Service Executive impacts on an organization. I feel most comfortable when I am working with people and helping customers to get a positive experience from the company I am employed by. I have high standards and I can be relied upon to act as a positive role model whilst carrying out my duties. In previous roles, I have always received excellent feedback from my managers in respect of the positivity I have around customers and my desire to provide a service that is over and above what is expected. If you hire me within this role, I will always represent your brand positively and I will go out of my way to make your customer's experience a pleasant one, so they return to the business time and time again in the future."
Q2. Why do you want to work for our company as a Customer Service Executive?
Q3. What's your definition of customer service?
Q4. Talk me through the steps you would follow when dealing with a dissatisfied customer?
Q5. What are your strengths and weaknesses?
Q6. Tell me a time when you provided exceptional customer service?
Q7. Why should we hire you in the role of Customer Service Executive?
Q8. What skills and qualities do you have that will make you a great Customer Service Executive?
Q9. Tell me a time when you demonstrated flexibility in a work situation?
Q10. Tell me a time when you had to multi-task?
Q11. When have you gone above and beyond for a customer in a previous role?
Q12. When have you worked as part of a team?
Q13. Tell me a time when you completed a task whilst under pressure?
Q14. You start working for us in the role of Customer Service Executive and it soon becomes apparent you do not get on with a member of the team. What would you do?
Q15. A member of the customer service team is not doing their job properly. How would you react?
Q16. What's the most stressful situation you've had to deal with at work?
Q17. Why do you want to leave your job?
Q18. What's the best way to build up positive relationships with customers?
Q19. What's the last improvement you made to your work skills?
Q20. Where do you see yourself in five years?
Q21. That's the end of your Customer Service Executive interview. Do you have questions for the panel?
CUSTOMER SERVICE INTERVIEW TIPS
The following questions are ones commonly asked by interview candidates who are applying for customer service roles. Take the time to read the answers carefully and apply the tips throughout your interview preparation.
QUESTION 1 - What should I wear to my Customer Service Executive job interview?
ANSWER - It is very important you dress in a manner that shows you care, that you take your responsibilities seriously and that you can be relied upon to deliver outstanding customer service at all times. Therefore, make sure you wear a smart, formal outfit to your Customer Service Executive job interview.
QUESTION 2 - What questions will I get asked at my interview?
ANSWER - It is highly likely you will get asked motivation interview questions, research interview questions, and situational or behavioural interview questions. All of the interview questions we recommend you prepare for are listed on this page - make sure you can answer all of them!
QUESTION 3 - How can I be the standout candidate?
ANSWER - Perhaps the easiest way to pass your customer services interview is to make sure you know as much as possible about the company you are applying for and their products and services. Having knowledge of the products and services will help to impress the interview panel, and it will also show you genuinely want the job!
QUESTION 4 - How do I answer the behavioural interview questions if I have no experience?
ANSWER - Behavioural interview questions are common during Customer Service Executive interviews. If you have no prior experience, simply answer the question be explaining when you have previously somebody else demonstrating the area being assessed. For example, if you get asked the interview question: "Tell me a time when you went above and beyond for a customer?", simply respond by giving a specific situation when you were on the receiving end of excellent customer service.
