Call Center Job Interview Simulation | No Call Center Experience

Summary

In this interview transcript, Candace Mackerel shares her journey from a computer programming course to customer service in a milk tea store, highlighting her diverse responsibilities and passion for the job. She expresses her interest in the company's Ascend program, emphasizing the value of learning and growth. Candace addresses her reasons for leaving her previous job, her views on the call center industry, and shares a challenging customer experience. She also discusses her approach to stress relief, her weakness in small talk, and her aspirations within the BPO industry. The conversation concludes with her readiness for various work shifts and an insightful question about what makes successful call center agents.

Takeaways

• 😀 Candace Mackerel, the interviewee, is applying for a customer service position and has previous experience working in a milk tea store.
• 🎓 Candace graduated from a computer programming course but chose to work in customer service due to the difficulty of finding a job in programming with her educational background.
• 💼 She is interested in the company's Ascend program, which offers training in public speaking and leadership, highlighting her focus on skill development and growth.
• 🚀 Candace is motivated to work in the call center industry for the opportunity to improve her communication skills and potentially advance her career.
• 💡 She does not view the call center industry as a dead-end job, citing examples of agents who have been promoted or moved to higher-paying jobs in related fields.
• 🤔 Candace admits to not pursuing a career in computer programming due to the competitive job market and her financial situation at the time.
• 👥 She believes that her experience in dealing with customers face-to-face will be beneficial in handling irate customers over the phone.
• 🧘 Candace uses reading fantasy novels and doing cardio as methods to de-stress, showing her awareness of the importance of self-care.
• 🔍 She acknowledges her weakness in making small talk but is actively working on improving this aspect of communication.
• 🕵️‍♀️ Candace is confident in her ability to handle difficult customer situations, as demonstrated by her experience with a customer who disputed a payment.
• 🌐 She is open to working various shifts, including graveyard shifts, showing her flexibility and commitment to the job.

Q & A

What is the main reason Candace is interested in the company's customer service position?

Candace is interested in the company's customer service position because of its Ascend program, which trains employees to learn new skills useful in the workplace, such as public speaking and leadership training.

Why did Candace leave her previous job at the milk tea store?

Candace left her previous job for two reasons: to upgrade her skills and to explore opportunities on an international level, as well as for better financial and career prospects.

What does Candace believe is the key to success in the call center industry?

Candace believes that going above and beyond in whatever tasks one is doing, whether for customers, clients, or the company, is the key to success in the call center industry.

How does Candace handle a difficult customer situation, as described in the script?

Candace handled a difficult customer situation by staying firm but respectful, suggesting to check the CCTV footage to confirm whether the customer had paid, which led to the customer providing the payment without further argument.

What is Candace's approach to de-stressing after work?

Candace de-stresses by reading fiction novels, specifically fantasy books, and doing cardio every other day, which helps with her mood.

Why does Candace think she would be a good fit for the company?

Candace believes she would be a good fit for the company due to her previous customer service experience, her interest in the Ascend program, and her willingness to handle irate customers with mental strength.

What is Candace's educational background in relation to computer programming?

Candace graduated from a two-year vocational course in computer programming, but she found it challenging to compete with degree holders in the field.

How does Candace view the call center industry in terms of career progression?

Candace does not view the call center industry as a dead-end job. She knows of agents who have been promoted to higher positions and believe that the industry provides a solid foundation for career growth.

What is Candace's strategy for dealing with the stress of interacting with customers?

Candace's strategy includes using her experience in face-to-face customer service as a foundation for handling customers over the phone, and she is confident in her ability to manage irate customers.

What is Candace's opinion on the necessity of making small talk in communication?

Candace initially thought small talk was superficial, but she later realized it's an essential part of communication and is actively working on improving her small talk skills.

How does Candace plan to handle the challenges of working in the call center industry, such as shifting schedules?

Candace is amenable to working the graveyard shift and is okay with shifting schedules, showing her flexibility and adaptability to the demands of the industry.