NOTES WHEN INTERVIEWING CUSTOMER SERVICE EMPLOYEES

Customer service representative profile.

Customer service representatives are responsible for answering questions, providing advice, and directly supporting customers regarding the products/services offered by the company. Depending on their assigned role, customer service representatives may assist customers before, during, and after the purchase process.

There are three common forms of customer care:

• Online Customer Service
• Offline Customer Service
• Customer service hotline via voice channel (via call center) Contact Center)

The job of a customer service representative.

• Receive information, inquiries, and complaints from customers and handle them according to company procedures and regulations.
• Monitor customer information to provide timely and appropriate care solutions.
• Update promotional programs, discounts, and events to support communication with customers.
• Collaborate with other departments within the company to implement campaigns and events, if any.
• Store customer information and report to management.

Career opportunities and advancement.

With increasingly stringent customer demands for service quality, it is certain that the role of customer service staff and departments will become increasingly important. This brings with it tremendous opportunities for those who are ambitious, eager to learn, improve, and stay up-to-date with technology. Customer service professionals can advance through the following levels.

For you: Customer Service Representative with a fair career progression path at Bellsystem24-Vietnam

Customer service representative salary.

Depending on the nature of the work and the capabilities of the personnel, this position has different income levels. However, the typical income level for this position is usually ranges from 6 million to 12 million.

Salary calculation formula = Fixed salary + KPI + Bonus (if applicable)

For you: Customer service job with attractive income at Bellsystem24-Vietnam.

Frequently asked questions when participating in a customer service interview.

• Can you describe a customer complaint handling process that you consider to be optimal?
• Which information channels do you think are the most optimal when you need to look up information to answer customer questions?
• If Mr. A calls the hotline and wants to talk to you about issues unrelated to work, how would you handle it?
• What are the signs that indicate your customer is satisfied after hearing your explanation?
• If you encounter a customer who is tactless in their speech, how would you respond?
• When you can't find a solution to a customer's problem, how do you handle it?
• Why did you choose this job?

6 Skills that customer service candidates must demonstrate to employers.

• Listening skills.

Listening is the first step to understanding your client's soul, personality, and problems. During the interview, try to listen to the employer seriously, avoid unnecessary gestures, and only respond when necessary.

• Customer reading skills.

Understanding the issues customers are facing and knowing what they want is the key to unlocking their hearts. 

• Problem analysis skills.

After receiving feedback, complaints, and inquiries, logically analyzing the situation helps customer service representatives understand what customers want to hear and find appropriate ways to handle the situation.

• Persuasive communication skills.

Strong communication skills are extremely important in this job, as they are the tool that helps you convey your message to customers in the most complete and persuasive way possible. Everything will be for naught if customers misunderstand your meaning or become frustrated with the poor communication skills of customer service representatives.

• Concentration skills.

This job requires you to have a high level of concentration, as the nature of the work involves interacting with many customers and dealing with a variety of situations that need to be resolved continuously. Focus, focus, and focus is the secret to staying alert when listening to customers, because even a momentary lapse in concentration during a conversation can lead to misunderstanding or missing important information that customers are trying to convey to you. 

HOT JOB: Customer Service Representative position in Vietnam's leading professional environment.

Bellsystem24-Vietnam

Leading Contact Center & BPO solution provider in Vietnam