1st step- To type up a email from listening to a audio recording from a customer. You had to imagine the customer put his words in a email.
Also a few questions on how to deal with debt quite simple all paper format.
2nd step- role play 1 inbound call and 1 outbound call fairly simple, always remember data protection and listening skills.
3rd step- face to face interview with two members of staff.
Preguntas de entrevista [1]
Pregunta 1
What you know about the company
What skills you
Compentancy questions
Me postulé a través de una agencia de empleos. Acudí a una entrevista en WM Housing Group (Birmingham, Inglaterra) en sept 2017
Entrevista
The interview starts with you being given three tests to do. The first is just questions regarding a made up resident's account, the second test where you reply to an email from a resident, third is where you make an outbound call to a customer and on the fourth you receive an inbound call from the customer a minute or so after you have called them and put the phone down. You can do the tests in any order but are timed on the first two where you are given about half an hour to complete them. I was told the agency the same day that I was successful, the interviewers more or less gave me the impression that I had passed anyway beforehand so I wasn't at all surprised plus I have prior experience in this field and prepared well for the interview. I didn't even use the well known STAR method to answer competency based questions during this interview but for a fairly low level job like a customer service advisor the interviews are not always that hard and they are very busy at the moment. It was not an easy interview by any means but the ladies who interviewed me made me feel at great ease and added some humour to the interview which helped to calm my nerves. I just have to now see what this job will actually be like, the interview experience was a positive one overall apart from being there for a while. I hope the job lives up to expectations and the agency were very helpful too.
Preguntas de entrevista [1]
Pregunta 1
Give an example of where you had to deal with a difficult customer.
Me postulé en línea. El proceso tomó 4 días. Acudí a una entrevista en WM Housing Group (Birmingham, Inglaterra) en ene 2016
Entrevista
1. Basic Test about payments (15 Minutes)
2. Compose an email whilst listening to a pre recorded phone call
3. Face t face interview with two interviewers
4. inbound and outbound role play (1 complaint & 1 general customer enquiry)
Preguntas de entrevista [1]
Pregunta 1
1. Basic Test (15 Minutes)
This is a simple test that requires you to read the questions carefully and answer them to the best of your ability.
2. Composing the email (15 Minutes)
When composing the email, pay attention to detail. listen to key dates and note them down in a professional manor with no grammatical errors.
3. Face to face interview (30+ Minutes)
This is a Competency based interview where u will be asked to explain different scenarios in your previous or current job role(s) and relate them to how you delivered good customer service; Explain how you will transfer those skills to the role you are applying for.
Familiarise yourself with the data protection act and the nature of the company.
4. Inbound and Outbound role play
Demonstrate your listening and problem solving skills over the phone. these are role plays, so pay attention to the customers needs and offer relevant solutions. Good telephone manor is essential.
Don't be nervous, the whole process is pretty straight forward and you will have plenty of time before hand to prepare on the day. All the staff i came in contact with were polite and offered a lot of support to those who needed it.