17 Customer Service Advocate Interview Questions and Answers

Do you have a passion for helping others? Are you always looking for ways to go the extra mile for a customer? If you answered yes to both of those questions, then a career in customer service might be a good fit for you.

Customer service jobs can be found in a variety of industries, from retail to healthcare to telecommunications. And no matter what the industry, most customer service jobs will require you to go through a job interview.

To help you prepare for your interview, we’ve gathered some of the most common customer service job interview questions and answers. We’ve also included a few tips on how to best answer these questions.

Are you comfortable talking on the phone and using email to communicate with customers?

Customer service advocates need to be able to communicate with customers in a variety of ways, including over the phone and through email. Employers ask this question to make sure you have experience using these communication methods. In your answer, explain that you are comfortable using both of these methods. Explain how you feel each method is useful for customer service.

Example: “I am very comfortable talking on the phone and communicating via email. I find that both methods are effective at helping me provide excellent customer service. When speaking on the phone, I can hear the customer’s tone and respond appropriately. If they seem upset or frustrated, I can try to calm them down. I also use active listening techniques when speaking on the phone so that I understand exactly what the customer needs.

When communicating via email, I can write out my full thoughts before sending them. This helps ensure I don’t forget anything important. It also allows me to proofread my message and avoid any spelling errors. I find that both methods allow me to help customers quickly and efficiently.”

What are some of the most effective strategies you use to resolve customer issues?

This question can help the interviewer understand how you approach customer service issues and what strategies you use to resolve them. Your answer should include examples of how you used your problem-solving skills to find solutions for customers.

Example: “I always start by listening to my customer’s concerns, which helps me better understand their needs and expectations. I then try to offer a solution or alternative that meets their needs while also helping the company achieve its goals. For example, when a customer called in with an issue about a product they ordered, I listened to their concerns and asked questions to clarify the situation. After learning more about the issue, I offered to send out another order at no cost to the customer.”

How would you handle a customer who is angry and upset about a problem they are having with a product or service?

Customer service representatives often have to deal with upset customers. Employers ask this question to make sure you know how to handle these situations in a calm and professional manner. In your answer, explain that you would try to listen to the customer’s concerns and empathize with them. You can also mention that you would try to resolve the situation as quickly as possible.

Example: “I understand that sometimes things happen when we’re shopping online. If I had an upset customer, I would first let them vent their frustrations. Then, I would apologize for any inconvenience they experienced. Next, I would find out what product or service they were having issues with. Finally, I would do everything I could to resolve the issue.”

What is your experience with using customer relationship management software?

Customer relationship management software, or CRM, is a program that businesses use to manage their customers. It allows them to keep track of customer information and monitor interactions with the company. The interviewer may ask this question to see if you have experience using this type of software and how it can benefit their organization. If you do not have any experience using CRM software, consider mentioning other programs you’ve used in the past to help manage your work.

Example: “I have worked for two companies where we used customer relationship management software. I find these types of programs very helpful because they allow me to keep track of all my interactions with customers. This helps me remember important details about each customer so I can provide better service. In both of my previous positions, I was also responsible for entering data into the system, which helped me learn more about the job.”

Provide an example of a time when you went above and beyond to help a customer.

This question is a great way to show your interviewer that you are willing to go the extra mile for customers. When answering this question, it can be helpful to think of a specific situation where you went above and beyond to help a customer and how it positively impacted their experience with your company.

Example: “In my previous role as an advocate, I had a customer who was having trouble finding a product in our online store. After looking through the website myself, I couldn’t find the item either. So, I called one of our warehouse managers to see if they could locate the product. They were able to find the item and ship it out to the customer within two days.”

If a customer has a question about a product or service that you don’t know the answer to, how would you go about finding the information they need?

This question is an opportunity to show your problem-solving skills and ability to learn new information. When answering this question, it can be helpful to mention a specific situation in which you had to find the answer to a customer’s question on your own and how you did so successfully.

Example: “If I don’t know the answer to a customer’s question, I would first try to find someone who does. If that isn’t possible, I would look for resources within the company that could help me find the answer. For example, if a customer asked about a product they saw online but we didn’t carry it in our store, I would search for the item number or name of the product online and see if there was any information available about it.”

What would you do if you were assigned to help a customer, but you weren’t familiar with the product or service they were inquiring about?

This question can help the interviewer understand how you would handle a challenging situation. In your answer, explain what steps you would take to learn about the product or service and provide an example of when you did this in the past.

Example: “If I was assigned to help someone with a product or service that I wasn’t familiar with, I would first ask them questions to better understand their issue. Then, I would look up the company website for information on the product or service. If I still didn’t have enough information after looking at the website, I would call my manager or another colleague who could give me more details.”

How well do you understand our company’s products or services?

This question can help the interviewer determine how much you know about their company and its offerings. It also helps them understand whether or not you’re a good fit for the position, as it shows that you have an interest in learning more about what they do. When answering this question, make sure to mention at least one product or service that you are familiar with.

Example: “I am very familiar with your company’s services because I use them myself. In fact, I was so impressed by the quality of your customer support team that I decided to apply for this position. I think my knowledge of your products will be beneficial to both me and the customers I serve.”

Do you have any experience working with customers who speak a different language?

Customer service advocates often work with customers who speak a different language. Employers ask this question to make sure you have experience working with people from other countries and cultures. Use your answer to explain how you handled these situations in the past. Explain that you can use your communication skills to help you understand what the customer is saying.

Example: “I do have experience working with customers who spoke a different language. In my last role, I worked as an advocate for a large company. Many of our customers were international travelers. They would call us when they had questions about their hotel stay or transportation. I used my foreign language skills to communicate with them. I also used Google Translate to help me understand what they were asking.”

When communicating with a customer, what is your writing style like?

This question can help the interviewer understand how you communicate with customers and what your writing style is like. Your answer should show that you are a clear communicator who uses proper grammar and spelling when interacting with customers.

Example: “I am a very direct communicator, so I prefer to use short sentences and paragraphs in my emails and messages. I also make sure to proofread everything before sending it to ensure there are no grammatical errors or typos. When speaking on the phone, I try to be as concise as possible while still being friendly and helpful.”

We want to ensure our customers feel heard. How would you respond if a customer got upset or angry about a problem they were having?

This question can help interviewers understand how you would handle a challenging situation. In your answer, try to show that you have the ability to remain calm and focused in stressful situations. You may also want to mention any specific techniques or skills you use to stay composed when working with upset customers.

Example: “I’ve had many experiences where I’ve worked with angry customers. One of my favorite ways to diffuse an uncomfortable situation is by asking them if they’d like me to repeat what I just said. This helps me give them time to process what I’m saying and gives them a chance to calm down. It’s also important for me to remember that even though they’re upset, it doesn’t necessarily mean they’re mad at me. By remembering this, I can avoid taking their anger personally.”

Describe your process for documenting customer interactions and keeping records up-to-date.

This question can help interviewers understand how you keep track of customer interactions and the details of each interaction. It can also show them your organizational skills and attention to detail. When answering this question, it can be helpful to describe a specific process for keeping records up-to-date and organized.

Example: “I use an online customer service software that allows me to create notes on customers and their interactions with our company. I find this system very useful because I can add notes about my conversations with customers and attach files or links to important information. This helps me stay organized and ensures I don’t forget any important details.”

What makes you a good fit for this role?

Employers ask this question to learn more about your qualifications and how you feel about the role. Before your interview, make a list of reasons why you are qualified for this position. Consider including things like:

Your previous experience in customer service The skills you have that would be helpful in this role How your personality is a good fit for this role Example: “I am a great fit for this role because I have several years of experience working as a customer service advocate. In my last job, I helped customers with billing questions and resolved their issues. I also have excellent communication skills, which I use to resolve problems and answer questions. Finally, I am very empathetic and compassionate, which makes me a great candidate for this role.”

Which customer service skills do you feel are most important to have?

This question can help the interviewer understand which skills you value most in your role as a customer service advocate. When answering this question, it can be helpful to mention any skills that are listed on the job description or highlight those that you feel are important for anyone working in customer service.

Example: “I think empathy and active listening are two of the most important skills for anyone working in customer service because they allow me to better understand my customers’ needs and concerns. I also believe problem-solving is an essential skill since it allows me to find solutions to issues quickly and efficiently.”

What do you think is the most challenging part of being a customer service advocate?

This question can help interviewers understand what you think about your job and how you approach it. They may also use this information to decide whether you are a good fit for the role. When answering, consider discussing something that is challenging but also rewarding.

Example: “The most challenging part of being a customer service advocate is when I have to tell customers they cannot get what they want. It’s important to be honest with them, but sometimes people do not like hearing no. However, I find that if I explain why we cannot give them what they want, many customers appreciate my honesty and understanding.”

How often do you think customer service advocates should update their knowledge of products or services?

This question can help interviewers understand how you stay up to date with your industry. Your answer should show that you are committed to learning and growing as a customer service advocate. You can mention any certifications or training programs you’ve completed in the past, especially if they helped you learn more about products or services.

Example: “I think it’s important for customer service advocates to keep their knowledge of products current because this helps us provide better service to customers. In my last role, I took advantage of our company’s training program where we could take classes online at our own pace. I took several courses on product updates so I could be prepared to answer questions from customers.”

There is a lot of information to remember when helping customers. How do you stay organized and efficient when multitasking?

Customer service representatives often have to multitask and remember a lot of information. Employers ask this question to make sure you can stay organized and focused on the task at hand. In your answer, explain how you plan out your day and prioritize tasks. Show that you are able to manage many things at once while still being efficient.

Example: “I use an online calendar to keep track of my daily schedule. I find it helpful to write down all of my tasks for the day so I know what I need to accomplish. When I am working with customers, I try to focus on one issue at a time. This helps me provide better customer service because I can give each person my full attention. If there is more than one problem, I will note them both in my calendar so I can follow up later.”