1.​ Could you please introduce yourself and your working experience?

First of all, thank you for giving me the opportunity to be interviewed for this customer
support position today. I am a very positive, happy, caring and sociable person and I
enjoy helping people. I genuinely enjoy working in customer support roles. I also have
the skills and qualities that are matched for the job description so I’m confident I can
come into this role and get up to speed quickly. About my education, I’m a fourth year
student at Hanoi University and I just graduated with a bachelor degree in Marketing.
Before applying for this position, I have been working as a customer service agent for a
clothing brand operating on Amazon, selling golf polo shirts to American customers. As
a customer service agent, I know the importance of customer service in any company.
Customer service is vital if a company is going to be successful and beats its
competitors. I can handle customer complaints in a competent manner, and I will
always follow the company rules and procedures.
2.​ Describe detail abt ur current/latest job or project?

As a customer service agent for a clothing brand on Amazon, my daily responsibility is

to provide service to American customers through online calls, chat or email. Whenever
customers have questions about choosing the product or have additional requests
about decoration or packaging. Because, Americans often have the habit of buying gifts
for their beloved ones, especially their parents, on every special occasion of the year.
And the target audience that we sell golf polo shirts are people in this middle-aged
group. Amazon shoppers are often very easy to pay for each purchase, but in return they
also want to receive the best service possible. I will be the one to answer questions, as
well as record all they need and then process orders. After receiving the order, if the
customers are dissatisfied with the product, such as they want to exchange the product
or request a refund, I will also resolve this situation as fast as possible, but still maintain
a high level of professionalism and courtesy throughout the process, to ensure their
satisfaction and loyalty.

Through this experience, I have developed strong communication and problem-solving

skills, which I believe will be valuable in the customer support role in your company.

Recently, I also took on the responsibility of a marketer, which means I will create design
ideas and exchange them with designers to create the final product. I was also assigned
my own FBM store to self-manage and test the shirt designs I created myself, if the
products showed a good quantity order and met the set standards. They will be
available on the brand store and I will receive profits from these sold models. This part
of the job requires me to do in-depth research on the target customers, like I said, they
are middle-aged golfers and their interests and behaviors because it often goes against
the majority of young Americans today. I believe that if I have a better understanding of
what we are selling, I will be able to provide more excellent customer service.

3.​ Why do you want to work in customer service?

I want to work in customer service because I enjoy talking with new people, I enjoy
making a positive difference to their day and I find it rewarding when I have to answer
difficult customer service problems or complaints. I also understand that for your
business to be successful, I have to deliver outstanding customer service that
encourages customers to return to the business time and time again.

4.​ What are the most important skills needed to work in customer service?

You need to have excellent communication skills, be a good listener and be attentive
especially when dealing with angry customers.

You must be work at pace and respond to customer questions or problems in a timely
manner, never let a customer waiting unnecessarily

You have to be able to deal with customer complaints in line with company policy, and
you need to have a good knowledge of the company’s product or service so you can
answer to customer quickly

5.​ How would you handle the customer complaints

When dealing with any customer complaints, I would follow these 5 steps

Step 1: I will listen to the customer and ask them questions to clarify the exact cause of
the issue. By carefully listening to the customer, customers will get to talk about how
they feel, and i will gain more information to resolve the issue quickly

Step 2: I will apologize for the issue and show empathy for their situation, this can help
ease the situation and prevent it from going furthur

Step 3: I would suggest a resolution to the complaints and offer more than one solution
if possible, this can help make them feel more valued

Step 4: I would resolve the problem quickly based on the resolution that we all agree
‘Step 5: I would say thank you to the customer and take note this conservation so that i
won't forget i can handle the similar case next time more quickly or maybe find a way to
prevent it from happening again

6.​ What is good customer service?

I define good customer service as providing positive, timely and attentive service to all
customers on a consistent basis and also making sure that they have a positive
experience, it also has to be in line the company rule and procedures

The aim of good customer service is to encourage customers to not only return to the
business again in the future, but to encourage new business through recommendations
and positive reviews

7.​ How would you deal with an angry or rude customer

I would deal with them in the exact same way i would deal with all customers, by being
polite and never taking anything they say personally, listening carefully to their problems
or complaints and respond to them in a timely and positive manner, turning their bad
experience into a good one

8.​ What is the difference between customer support and customer service

Customer support is providing assistance and support to your customer by responding

to their questions or issues they may have before and after the sale

On the other hand, customer service is more like helping the customer make the most
from their purchase by adding value to their purchase or experience

9.​ Tell me about your memorable customer service you deliver

In the previous role, I talked to a customer when he wanted to purchase through our
amazon store. As I said before, our product is golf polo shirts with all over print
graphics, and the price is about 40 dollars per product and the customer thinks this is a
bit expensive compared to what they want to pay. After talking for a while, I realized that
the real reason the customer liked this shirt was because of the bigfoot-themed print on
it. Perhaps he was a bigfoot fan, he really wanted to take these kinds of bigfoot shirts .
After thinking for a while, I remembered that our second store is currently having a
clearance sale with 50% discount for many products and also has bigfoot designs
similar to this. Then I quickly directed him to our second store and I explained carefully
that the product in this second store was exactly the same in quality as the model he
wanted to buy, and many of them are on discount with a much more affordable price

After taking consideration, he bought 5 different bigfoot shirts for 20 dollars each. After
receiving the package, he also left a five glowing star for the excellent service he had
received, as well as the quality of the product.

10.​Why don't you follow your marketing field?

I chose to study marketing because I was fascinated by how businesses communicate

with their customers and create value for them. I learned a lot of valuable skills in my
degree, such as market research, customer segmentation, and persuasive
communication. However, I realized that I wanted to work more directly with customers
and help them solve their problems and needs. That’s why I applied for a call center job,
because I think it is a great opportunity to use my marketing skills in a more hands-on
and interactive way. I enjoy talking to people, listening to their concerns, and finding the
best solutions for them. I also like the challenge of working in a fast-paced and dynamic
environment, where I can learn new things every day. I believe that working in a call
center will allow me to grow professionally and personally, and also improve my English
speaking skills with natives.

11.​ Can you handle the work through the night shifts?

Actually I am very interested in working night shifts, and I think it would suit my
personality and work style. I enjoy going to work in calm and quiet traffic, and I don’t
mind staying up late. I understand that working night shifts can be challenging, because
it requires me to change my sleep schedule, stay productive, and balance my personal
life. However, I am confident that I can handle these challenges, as I have some
experience and strategies to cope with them.

For example, when I was in my third year of university, I had to handle a lot of deadlines
and projects that required me to work through the night until the morning. I was able to
do this by taking short naps during the day, drinking coffee and tee to stay awake, and
using an app to calculate my sleep cycle. I also made sure to communicate with my
family and friends, and schedule some time for myself to relax and unwind. As a result, I
was able to complete my assignments on time and keep a healthy lifestyle.
 12.​ What are your strengths

Congratulations on getting an interview for the call center position! 🎉

This is a common question that interviewers ask to assess your self-awareness,
communication skills, and suitability for the role. Here are some tips on how to answer
it:

- For your strengths, think of skills or qualities that are relevant to the call center job,
such as communication, customer service, problem-solving, patience, etc. Choose one
or two that you are confident in and have examples to back them up. Explain how you
developed or used these strengths in your previous or current work experience and how
they helped you achieve positive results.

- For your weaknesses, be honest but not too negative. Avoid mentioning weaknesses
that are essential for the call center job, such as being rude, impatient, or easily
stressed. Instead, choose a weakness that is not a deal-breaker and that you are
actively working to improve. Explain what steps you are taking to overcome your
weakness and how you are learning from your mistakes.

Here is an example of how you could answer this question:

One of my strengths is my communication skills. I have been working as a customer

service agent for almost one year and I have learned how to communicate effectively
with different types of customers. For example, I once handled a call from a customer
who was very angry about a delayed delivery. I empathize with his situation, apologized
for the inconvenience, and I assured him that I would do my best to resolve the issue.
Then I contacted the delivery company and confirmed the status of his order. I called
him back and informed him that his order would arrive the next day and offered him a
discount coupon as a gesture of goodwill. He was very satisfied with the outcome and
thanked me for my professionalism and kindness.
I’m also a fast-learner and I enjoy taking on new challenges. For instance, when I joined
my previous company, I had to learn how to use a new software system that I was not
familiar with. I watched some online tutorials, practiced on my own, and asked for
feedback from my colleagues. Within a week, I was able to use the software proficiently
and handle customer inquiries without any problems.

One of my weaknesses is that I sometimes struggle with time management. I tend to

get so focused on helping each customer that I lose track of how long the call is taking.
This can affect my productivity and the quality of service I provide. To improve this, I
have started using a timer to monitor the duration of each call and set a goal to finish
within a reasonable time frame. I have also learned to prioritize the most important
tasks and delegate or defer the less urgent ones. I have noticed that this has helped me
to manage my workload more efficiently and to balance the needs of the customers and
the company.

What advice would you give to the successful candidate who wants to do a really good
job in this role?

What is the next stage of the process and when can I contact you to find out the results
of the interview?
Texas nhiều ng thứ 2 us, nhiều gn châu á và vn

Hoạt động điện tử và viễn thông song hành

Số lượng nhân sự khoảng 300 500 ng tùy theo tg cao điểm

Vn hiện tại hơn 1 năm hơn 120 nhân sự

2 vp chính: headquarter hoàng cầu, kiểm duyệt hồ sơ stb trần khát chân

Thông báo press sẽ mở vp tại việt nam, trước đó làm remote và giờ lên vp làm

2008 thành lập, cung cấp dv viện thông cho ng mỹ có thu nhập thấp hoặc nhận trợ cáp
từ cp

Newphone dần dần chuyển thành cintex - branding mạnh bên Mỹ

Airtalk 3 nhà mạng liên kết vs cp về trợ cấp viễn thông

Airvoice là nhà mạng viễn thông, giống viettel vina bên vn, khách sẽ mua sim wireless
5g, mua gói viễn thông nghe gọi 5g nt và trả tiền cho gói dv đó, mới mở 2 store ở mỹ.

Cung cáp đt ở giá mức tb giá rẻ, họ mua hàng ở airvoice và giới thiệu thêm cho họ về 3
gói trợ cấp chính phủ bên mình, từ airvoice liên kết vs 3 hãng còn lại
Viễn thông lk với chính phủ: lifeline và acp

Hỏi khách về zip code để biết khách ở bang nào, để tìm gói ra gói trợ cáp

Nhận tiền từ chính phủ trợ cấp cho khách hàng: Program acp 2021 50 usd -> 2022 30
usd / lifeline trợ cấp only 10usd, mỗi kh có thể đăng ký cả 2 gói. Nếu họ apply thì có cơ
hội nhận đc tablet giá rẻ vs giá ưu đãi

Khi kh cung cấp hs, mình sẽ kiểm duyệt lại chính xác theo từng phân loại và chính phủ
phê duyệt ms done

Kh nếu yêu cầu trợ cấp thì cần thẻ xanh thường trú nhân ở mỹ: low income, trợ cấp về
medical, snap (foodstamp)......

Bên mình có ưu đãi về đt xịn hơn, có thể lên tới ip8, tạo lợi thế cạnh tranh so vs nhiều
hãng khác

Mình đc cp claim 40-45usd

Vào apply.airtalk hỏi zipcod - ra bang khách hàng, hiện luôn các chương trình như
lifeline hoặc acp hoặc cả 2 - bấm commitment mới đc nhận giá 0đ vì 1 ng chỉ đc dùng 1
provider

Quy trình:

Khi kh submit tới hth thì sẽ có các bạn review hồ sơ, sau đó sẽ đến tay CSR

Career path: csr - senior csr - team lead - qa - course - supervisor - manager

Hỏi về kn làm việc, hỏi về công ty, khung giờ hoạt động liệu có thích nghi được ko