Customer Service Manager Interview Questions and Answers
Customer Service Manager is responsible for looking after customer service department and providing highest level of customer service. The main responsibilities of customer service manager include finding solutions to customer’s problems, hire and train customer service executives, resolve complaints and issues, maintaining reports etc. Read below some frequently asked Customer Service Manager Interview questions and answers. Be confident but do not sound overconfident during your interview. The answers should not seem like you have rehearsed. Apart from the below questions, you should be very well prepared with other questions as well.
1 Q: Tell me what you know about this company.
A: The interviewer expects you to be interested about the company where you wish to work. It is necessary to do some research about the company. Give a brief description about the company including the main details and it is better to add something extra to what the interviewer doesn’t know.
2 Q: What steps have you taken to promote great customer service in your previous job?
A: Firstly, you should explain the meaning of great customer service. Give examples where you initiated changes to promote great customer service. Be specific and brief in your answer. The interviewer wants to know whether you can add value to your work by doing something unique.
3 Q:. Why do you think you are suitable for Customer Service Manager position?
A: The answer should be according to the job description. Describe how your skills match with what the company is looking for. Also provide the way you will contribute towards the success of the organization. Be confident in answering this question as you have to stand apart from other candidates.
4 Q: How will you handle the problem of an employee reporting to you?
A: The interviewer wants to know your leadership and problem solving skills through this question. Communicating and learning about the problem from the employee is the first step. A solution has to be found out taking into consideration all the factors. Give a short and to the point answer to the interviewer without getting into too many details.
5 Q:. What have you learned from your mistakes?
A: This question tests whether you acknowledge your mistakes and have learnt from them. It’s better to admit your mistakes as interviewers will view it in a positive way. Provide some examples where you had done mistakes and also add what you learnt from the mistakes.
6 Q:. Are you good at working in a team?
A: Here you can explain very well, about how you proved to be a good team leader in your previous jobs. A customer service manager has to manage his team. Co-ordinating with the team and proper communication is required by a customer service manager. A customer service manager cannot work independently as he is responsible for training and motivating the customer service executives. Team spirit is an important quality for a customer service manager.
7 Q:. What are your strengths and weaknesses?
A: You need to provide examples for your strengths. Assess your skills and you will get what your strength is. The answer to this question must be for one or two minutes and not more than that. While saying about your weaknesses, minimize talking much about your weakness and emphasize more about the positive. Also mention what steps you have taken to overcome your weakness.
8 Q:. In your team, if someone is under performing, how will you deal with such a situation?
A: Here the interviewer wants to test your problem solving ability within the team. Describe the approach you will undertake in such a situation. Discussing with the team member is important which will help in finding ways to motivate the employee. An employee who is under performing needs motivation, so it depends on the customer service manager how he will motivate the employee so as to increase his performance.
9 Q:. What skills are needed for a Customer Service Manager?
A: The essential skills required for a customer service manager are leadership, problem solving skills, motivational skills, decision making skills etc. Demonstrate these skills with some examples from your previous job to show that you possess such skills needed for a customer service manager.
10 Q: Give a situation when a customer request was not fulfilled as per official guidelines.
A: The interviewer wants to know about your adaptability to situations. In customer service industry, one has to cope up with different situations and different people. Demonstrate your ability to adapt to different situations by selecting the right approach and communication style and behaviour to suit different needs.
11 Q:. Describe a situation where a customer presented you with a complex query and how you dealt with the situation?
A: The interviewer wants to know about a situation in your previous job where you had to deal with a complex query of a customer. A customer service manager should be able to analyze and solve problems efficiently. A query which is difficult to understand needs to be analyzed to identify the key issues and customer’s as well as organization’s view has to be understood and necessary solution has to be determined. You need to be prepared with such an answer before appearing for your interview.
12 Q: Where do you see yourself in five years?
A: Your interviewer wants to know whether you have clear goals in life. Many candidates do not prepare for this question and they are basically aimless in life. The interviewer will want to judge whether you see yourself in improving in the area and moving up the management level. It also helps the interviewer know if you are serious about your career or not. Be specific in your answer and finish off in three sentences and not more than that.