17 Customer Service Advisor Interview Questions and Answers

Learn what skills and qualities interviewers are looking for from a customer service advisor, what questions you can expect, and how you should go about answering them.

Customer service advisors are the front line of support for customers who need assistance with their products or services. They are responsible for providing excellent customer service through providing information, resolving complaints, and handling returns.

If you’re looking for a job in customer service, it’s important to be prepared for the questions you’ll likely be asked in an interview. In this guide, we’ll provide you with some common customer service advisor interview questions and answers to help you get started.

Are you comfortable talking with people on the phone?

Customer service advisors often need to speak with customers on the phone. Employers ask this question to make sure you’re comfortable doing so. They also want to know if you have any experience talking on the phone. If you do, share a story about a time when you did it. If you don’t have any experience, explain that you are willing to learn how to do it.

Example: “I am very comfortable speaking on the phone. In my previous role as a customer service advisor, I spoke with customers on the phone every day. It was one of my favorite parts of the job because I got to help people and solve their problems. I find that being able to talk on the phone is an important skill for this position.”

What are some of your past experiences in customer service?

This question can help the interviewer get to know you a little better and understand what experiences you’ve had in customer service. You can answer this question by describing your past experience, but also include any skills or qualities that helped you succeed in those roles.

Example: “I have worked as a customer service advisor for five years now. In my last role, I was responsible for answering phones and emails from customers who were looking for information about our products. I would research their questions and find answers for them so they could make informed decisions when purchasing our company’s products. I also used my interpersonal skills to build relationships with customers so they felt comfortable reaching out to me if they needed additional assistance.”

How would you handle a situation where a customer is angry and yelling?

Customer service representatives often have to deal with angry customers. Employers ask this question to make sure you can handle these situations calmly and professionally. In your answer, explain how you would use your communication skills to calm the customer down. Show that you are confident in your ability to diffuse a situation like this.

Example: “I’ve had to deal with angry customers before, but I always try my best to remain calm and professional. If they’re yelling at me, I will take a deep breath and pause for a moment before responding. This gives me time to think about what I’m going to say so I don’t respond too quickly. I also try to repeat back what they said to show them that I understand their concerns.”

What is your experience in customer service software?

Customer service software is a common tool used by businesses to manage customer inquiries. The interviewer may ask this question to learn about your experience with the software and how you would use it in their company. If you have previous experience using customer service software, describe what type of software you’ve used and highlight any skills you developed while using it. If you haven’t worked with customer service software before, explain that you are willing to learn how to use it.

Example: “I’ve never worked for a company that uses customer service software, but I am familiar with several different types of software. In my last role, we used Zendesk as our customer service platform. I found the system easy to navigate and helpful when answering customers’ questions. I also learned some valuable keyboard shortcuts that helped me answer inquiries more quickly.”

Provide an example of a time when you provided excellent customer service.

Interviewers ask this question to learn more about your customer service skills and how you apply them in the workplace. When answering this question, it can be helpful to describe a specific situation where you helped a customer or client solve a problem or find what they were looking for.

Example: “In my previous role as a customer service advisor, I had a lot of experience helping customers with their questions and concerns. One time, a customer called me because they couldn’t find a product that we carried in our store. I asked them some questions to understand exactly what they were looking for and then searched through our inventory database to see if we had anything similar. After finding an item that matched their description, I was able to place an order for it and have it delivered to the customer.”

If a customer has a complaint about a product or service, how would you approach the situation?

Customer service representatives must be able to diffuse difficult situations with customers. Employers ask this question to see if you have experience handling complaints and how you would approach the situation. In your answer, explain what steps you would take to resolve the issue while maintaining a positive relationship with the customer.

Example: “I once had a customer who was upset about a product they ordered that arrived damaged. The first thing I did was apologize for their inconvenience and offer them a discount on their next purchase. Then, I asked them to describe the problem in more detail so I could understand exactly what happened. After listening to their complaint, I offered to replace the item or give them a refund. They were satisfied with my response and left the store happy.”

What would you do if you didn’t know the answer to a customer’s question?

This question can help the interviewer determine how you handle uncertainty and whether you are willing to ask for help. Your answer should show that you value your coworkers’ expertise and are willing to learn from them.

Example: “If I didn’t know the answer to a customer’s question, I would first try to find it myself by looking through our company handbook or asking my supervisor. If I still couldn’t find the answer, I would call one of my coworkers who has more experience than me in this area and ask them what they think is the best solution. This way, I am learning from someone with more experience while also helping the customer get the information they need.”

How well do you listen to customers?

Customer service advisors must listen to customers carefully and respond appropriately. Employers ask this question to make sure you know how important it is to actively listen to what a customer says. In your answer, explain that you understand the importance of listening to customers’ concerns and questions. Explain that you will take notes while they speak so you can remember details about their situation.

Example: “I am an active listener who makes sure I fully understand what a customer has to say. When speaking with a customer, I always try to give them my full attention. If they need me to repeat something or clarify something, I’m happy to do so. I find that by actively listening to customers, I can better help them solve their problems. I also take notes during our conversation so I can refer back to the information later.”

Do you enjoy helping customers?

This question can help the interviewer determine if you are a good fit for this role. Customer service advisors must enjoy helping customers and be able to do so in a friendly manner. Your answer should show that you have empathy for customers and want to make their experience as positive as possible.

Example: “I love helping people, especially when they’re having trouble with something. I find it rewarding to know that my advice or assistance helped someone solve a problem or feel better about themselves. I also like being able to use my communication skills to resolve issues and help customers understand what’s going on.”

When was the last time you updated your knowledge on products or services?

This question can help the interviewer understand your commitment to continuous learning. It is important for customer service representatives to stay up-to-date on company products and services, as well as industry trends. Your answer should show that you are willing to learn more about the job role and how it fits into the organization’s overall goals.

Example: “I recently attended a training session on our new product line. I found out that there were some changes in the pricing structure of one of our most popular items. The training helped me understand the reasoning behind these changes and gave me tips on how to best assist customers who may be confused by the new prices.”

We want to improve our customer service. What areas would you focus on?

This question is a great way to show your knowledge of customer service and how you can improve it. When answering this question, think about what areas you would focus on if you were in charge of improving the company’s customer service.

Example: “I would start by making sure that all employees are knowledgeable about our products and services. I would also make sure that we have enough staff members available during peak hours so customers don’t have to wait too long for help. Finally, I would ensure that we have an easy-to-use online portal where customers can find answers to their questions.”

Describe your process for handling customer complaints.

Customer service representatives need to be able to handle complaints effectively. Employers ask this question to make sure you have the skills necessary to resolve customer issues and keep them happy. In your answer, explain how you would use your problem-solving skills to address a customer’s concerns. Explain that you will try to find a solution that makes both you and the customer happy.

Example: “I always start by listening to what the customer has to say. I want to understand their issue completely before moving forward with resolving it. After hearing their complaint, I’ll do my best to come up with a solution that works for everyone involved. If there is no way to please the customer, I will let them know that we can offer a refund or exchange.”

What makes you stand out from other customer service advisors?

Employers ask this question to learn more about your unique qualities and how they can benefit their company. When answering this question, it can be helpful to highlight a skill or quality that you feel makes you an excellent customer service advisor.

Example: “I think what makes me stand out from other customer service advisors is my ability to empathize with customers. I understand that sometimes people are having a bad day, so I always try to make them feel comfortable when they’re speaking with me. I also have experience working in a call center for three years, which has helped me develop strong communication skills.”

Which industries do you have experience working in?

Employers ask this question to learn more about your background and experience. They want someone who has relevant experience working in a customer service role. When answering, list the industries you have worked in and what type of work you did. If you don’t have experience working in the industry they’re hiring for, explain what other types of jobs you’ve had that are similar.

Example: “I have experience working in both retail and hospitality. In my last job as a sales associate at a clothing store, I helped customers find clothes that fit their style and budget. At my previous restaurant job, I was a server where I learned how to interact with all kinds of people. Both of these experiences taught me valuable skills that help me be an effective customer service advisor.”

What do you think is the most important skill for a customer service advisor to have?

This question can help the interviewer determine if you have the skills and abilities they’re looking for in a customer service advisor. When answering this question, it can be helpful to mention a skill that you feel is important but also share why you think it’s important.

Example: “I believe the most important skill for a customer service advisor to have is empathy. I find that when someone has empathy, they are more likely to understand what their customers need and want. This can lead to better communication with customers and more satisfied customers overall.”

How often do you think customer service advisors should update their knowledge?

Customer service advisors need to stay up-to-date on the latest trends and technologies in their industry. This question helps employers determine how much you value professional development. In your answer, explain what steps you take to keep yourself informed about new developments in customer service.

Example: “I think it’s important for customer service professionals to continuously learn more about their field. I have a few different ways that I do this. First, I subscribe to several newsletters from leading companies in my industry. These help me stay up-to-date on the latest news and research. Second, I attend conferences and webinars hosted by these same companies. Finally, I am currently enrolled in an online course to earn my certification as a customer service expert.”

There is a new product or service that you’re not familiar with. How would you go about learning about it?

This question is a great way to assess your problem-solving skills and ability to learn new things. When answering this question, it can be helpful to mention that you have used resources like the company website or customer service training materials in the past.

Example: “I would start by looking at the company’s website for any information about the product or service. If I still didn’t find what I was looking for, I would ask my manager if there are any other sources of information they could recommend. In my previous role as a customer service advisor, I had to learn about a new shipping policy on short notice. I looked up the company’s website and found some useful information, but I also asked my manager if she knew anything else about the policy. She told me that the policy change was due to an increase in shipping costs, which helped me understand why we were implementing the new policy.”


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