Learn what skills and qualities interviewers are looking for from a bilingual customer service representative, what questions you can expect, and how you should go about answering them.
In today’s global economy, businesses need to be able to communicate with customers in their native language. That’s where bilingual customer service representatives come in. As a bilingual customer service representative, you’ll be responsible for handling customer inquiries and complaints in both English and another language.
Bilingual customer service representatives need to have excellent communication and people skills. They also need to be able to stay calm under pressure and think on their feet. If you think you have what it takes to be a bilingual customer service representative, you’ll need to be able to answer some tough interview questions.
We’ve put together a list of sample interview questions and answers to help you prepare for your next bilingual customer service representative interview.
This question can help the interviewer determine if you have public speaking experience and how comfortable you are with it. Having this skill can be beneficial for customer service representatives because they may need to give presentations or trainings to their team members. Your answer should show that you’re willing to do so if necessary.
Example: “I’ve presented in front of groups before, but I’m always a little nervous when doing so. However, once I get started, my nerves usually go away. I find that having notes prepared helps me feel more confident. I also try to make eye contact with as many people as possible to help calm my nerves.”
The interviewer may ask this question to assess your computer skills and determine if you have the necessary proficiency to perform the job duties. If you are applying for a customer service representative position, it is likely that you will need to use word processing and spreadsheet software on a regular basis. In your answer, try to highlight your proficiency with these programs while also mentioning any other computer skills you possess.
Example: “I am proficient in using both Microsoft Word and Excel. I regularly used these programs at my last job where I was responsible for entering data into spreadsheets and creating reports. I also regularly used email and calendar applications as part of my daily work.”
This question can help the interviewer determine how you handle uncertainty and whether you are willing to do research or ask for help. Showcase your problem-solving skills by explaining a time when you researched an answer on your own, asked someone else for help or waited until you had more information before responding to a customer.
Example: “If I didn’t know the answer to a question, I would first apologize to the customer and tell them that I will find out the answer as soon as possible. Then, I would look up the answer myself if it is something simple like a phone number or email address. If it is something more complicated, I would ask my supervisor or another colleague who might have more knowledge about the situation.”
Customer service experience is a valuable asset to any company. Employers ask this question to see if you have the skills and knowledge necessary to work in customer service. Use your answer to highlight your customer service skills, such as communication, problem-solving and conflict resolution.
Example: “I worked as a bilingual customer service representative for five years at a call center. I answered calls from customers who needed help with their accounts. I also helped them navigate our website when they had questions about how to use it. In my role, I learned how to communicate effectively with both English and Spanish speakers. I became an expert at identifying what customers were saying so that I could provide them with the information they needed.”
Employers ask this question to see if you are willing to go the extra mile for their customers. They want someone who is passionate about helping others and providing excellent customer service. When answering, think of a time when you went above and beyond for a customer. Try to pick an example that shows your dedication to helping people.
Example: “When I worked at my previous job, we had a customer who was having trouble with his computer. He called in multiple times because he wasn’t sure what the problem was. Each time I would help him figure out the issue and explain how to fix it. After going through all of the troubleshooting steps, I realized there was nothing else I could do. So, I offered to give him a new computer free of charge.”
This question can help the interviewer determine how you would handle a challenging situation. Use your answer to show that you have confidence in your ability to communicate with customers and diffuse difficult situations.
Example: “If I don’t feel comfortable speaking with a customer in their primary language, I will ask them if they speak another language or if they are willing to use English. If they refuse to speak English, I will try my best to calm them down and explain what I can do to help them. I will also find someone who speaks their primary language so we can get assistance from someone else.”
This question can help interviewers understand how you handle interruptions and distractions while working. Your answer should show that you value the customer’s time and attention, as well as your co-workers’ time.
Example: “I would politely ask my colleague to wait until I was done with the call so I could give them my full attention. If they needed immediate assistance, I would let them know I would be with them in a few minutes. This ensures that the customer doesn’t have to repeat themselves or feel like their questions aren’t important.”
Multitasking is a skill that many customer service representatives need to have. Employers ask this question to make sure you can handle multiple tasks at once and still provide excellent customer service. In your answer, explain how you manage multiple tasks in your daily life. Explain what strategies you use to stay organized and focused on the task at hand.
Example: “I am very good at multitasking. I find it easy to switch between different tasks because I always keep my work area clean and organized. This helps me find important documents or information quickly when needed. I also use technology to help me with my multitasking skills. For example, I use an app to record notes during calls so I don’t forget anything. Then, I can type up those notes into emails later.”
Customer service representatives often have access to sensitive information, such as credit card numbers and social security numbers. Employers ask this question to make sure you understand the importance of protecting customer data. In your answer, explain that you will take all necessary precautions to protect customer data. Explain how you would handle a situation where someone else accessed customer data without authorization.
Example: “I am very aware of the importance of keeping customer data safe. I always use secure passwords for my computer and never share them with anyone. If someone ever tried to access customer data without permission, I would immediately report it to my supervisor. They would then work with our IT department to ensure the issue was resolved.”
Interviewers may ask this question to assess your communication skills and determine how you adapt to different situations. In your answer, describe a situation in which you used formal language with a customer and one in which you used informal language.
Example: “I use formal language when communicating with customers who are older or more senior than me. I also use it when speaking on the phone because it’s easier for them to understand me that way. However, if I’m emailing a customer, I prefer to use informal language so they feel comfortable responding to me. For example, once I had a customer who was younger than me but still preferred formal language. So, I emailed her using formal language and she responded back in kind.”
This question can help the interviewer understand how you would approach a challenging situation. Use your answer to highlight your customer service skills and ability to work with people of all backgrounds.
Example: “I believe that providing exceptional customer service is about more than just answering questions or solving problems. It’s also about making sure customers feel comfortable being honest with us, even if it means telling us something we don’t want to hear. I have experience working in both English-speaking and Spanish-speaking call centers, so I know that sometimes our customers may not be completely honest because they’re worried about hurting our feelings. In these situations, I try to make them feel as comfortable as possible while still getting the information I need.”
Customer service representatives often handle complaints from customers. Employers ask this question to make sure you have a process for handling these situations and that you can do so in a way that is effective. In your answer, explain how you would use your problem-solving skills to help the customer while also helping yourself find a solution to the issue.
Example: “I always start by apologizing to the customer and letting them know I understand they are upset. Then, I try to listen to what they are saying without interrupting them. This helps me gather all of the information I need to solve their problem. If it’s something I can fix on my own, I will do so right away. If not, I will offer to connect them with someone who has more authority or responsibility.”
Employers ask this question to learn more about your skills and experience. They want to know what makes you unique from other candidates. When answering this question, think of a specific skill or quality that sets you apart. You can also mention something you learned in school or through an internship.
Example: “I am bilingual because I grew up speaking both English and Spanish at home. However, I have taken several courses on the subject and earned my certification as a translator. This shows that I’m dedicated to learning new things and improving myself. It also helps me understand different cultures and communicate with customers who speak different languages.”
This question helps employers understand your language skills and how you can use them in their company. When answering this question, list the languages you speak and write at a professional level. If you are fluent in more than one language, explain which ones you’re most comfortable using professionally.
Example: “I am fluent in Spanish and Portuguese, although I’m also conversational in French and Italian. In my previous role as a bilingual customer service representative, I used these skills to help customers who spoke only Spanish or Portuguese. I would translate for them over the phone and then provide information in English so they could understand it.”
This question can help the interviewer determine what you value in a bilingual customer service representative. Your answer should show that you understand the skills necessary for this role and how they benefit your organization.
Example: “I think the most important skill for a bilingual customer service representative is listening. Listening to customers helps me understand their needs, which allows me to provide them with accurate information or direct them to someone who can. I also think it’s important to have strong communication skills because I often need to relay messages from one language to another. Finally, I believe problem-solving skills are essential because many of my calls involve solving problems.”
Employers may want to know how much you use your target languages outside of work. They might also ask this question to see if you have any certifications in the language. If you do, they might be looking for proof that you can apply what you learned in a certification program to your job.
Example: “I practice my Spanish every day by speaking with family and friends who speak it. I also watch some Spanish-language television shows and movies. I try to read at least one article or book in Spanish each week. I am currently working on getting my Celta de Vigo certification.”
This question can help the interviewer determine how you handle challenging situations with customers. Use your answer to highlight your problem-solving and interpersonal skills, as well as your ability to remain calm under pressure.
Example: “I would first apologize for their inconvenience and explain that I understand they are upset about the change. Then, I would try to find out what specifically is upsetting them so I could address it. If there was a specific service or product they were used to receiving, I would see if we could offer an alternative solution.”