Top Customer Service Associate Interview Questions with Example Answers [2020]

Prepare for your Customer Service Associate interview by going through these most asked Customer Service Associate interview questions. Additionally, get access to sample answers and interviewer's expectations.

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  • Question: Tell me about a time when you had to deal with an angry customer.
  • Question Overview: This question gives you an opportunity to see how the customer service associate candidate responds to difficult situations. You'll learn how he or she handles stress, and you'll be able to see how he or she deals with a difficult customer. You'll also learn how the candidate would handle a situation in which he or she was not able to provide a solution.

    Sample Answer: I had a customer who was upset because of a delay in delivery. I apologized for the delay and explained that the product was on backorder. I offered a discount on the product and assured him that I would contact him as soon as it arrived.

      What the interviewer is looking for:
    • - Ability to remain calm and professional
    • - Ability to remain friendly and respectful
    • - Ability to explain policies and procedures

  • Question: What is customer service to you?
  • Question Overview: This question allows you to learn about the candidate's attitude toward customer service. You'll learn whether he or she understands the importance of customer service and whether he or she has a passion for providing excellent service. You'll also learn whether he or she has a realistic view of the job and whether he or she is likely to be satisfied with the position.

    Sample Answer: Customer service is helping customers with their needs. I enjoy helping people and making them happy.

      What the interviewer is looking for:
    • - Passion for customer service
    • - Understanding of the importance of customer service
    • - Realistic view of the job

  • Question: Do you have a landline?
  • Question Overview: This question helps you understand whether the customer service associate candidate has a landline and whether he or she uses it. You'll learn whether the candidate has a reliable means of communication. You'll also learn whether the candidate is able to have a conversation without being distracted by other things.

    Sample Answer: Yes, I have a landline.

      What the interviewer is looking for:
    • - Ability to focus on the conversation
    • - Ability to communicate effectively

  • Question: Where do you see yourself in the next 5 years?
  • Question Overview: This question helps you determine whether the customer service associate candidate is interested in growing with your business. You'll learn about his or her career goals and whether he or she is looking for a long-term position. You'll also learn whether the candidate would be interested in a promotion or if he or she would prefer to remain at the same level.

    Sample Answer: I would like to continue working in customer service and eventually become a supervisor.

      What the interviewer is looking for:
    • - Desire to grow within your business
    • - Desire to remain in customer service
    • - Desire to learn new skills and take on new responsibilities

  • Question: Are you available to work the hours selected?
  • Question Overview: This question gives you the opportunity to learn whether the customer service associate candidate is available to work the hours that you need. You'll also learn whether he or she has any scheduling conflicts that would prevent him or her from working the hours you need.

    Sample Answer: I am available to work the hours selected.

      What the interviewer is looking for:
    • - Availability to work the hours selected
    • - Availability to work weekends
    • - Availability to work holidays

  • Question: Why do you want to work for us?
  • Question Overview: This question allows you to find out why the customer service associate candidate is interested in your business. You'll learn about his or her reasons for applying for this position. You'll also learn whether the applicant has done any research about your business and whether he or she is familiar with your products and services.

    Sample Answer: I'm interested in working for your business because I've heard good things about it. I like the products you sell and I think I'd be a good fit for this position.

      What the interviewer is looking for:
    • - Knowledge of your products and services
    • - Familiarity with your company
    • - Desire to work for your business

  • Question: How do you see yourself advancing in the company?
  • Question Overview: This question allows you to see how the customer service associate candidate views his or her career. You'll learn whether he or she is looking for a long-term position or a stepping stone to another job. You'll also learn whether he or she has goals and plans for his or her career.

    Sample Answer: I would like to advance within the company. I would like to learn more about the company's products and services.

      What the interviewer is looking for:
    • - Desire for advancement
    • - Knowledge of your company's goals and plans
    • - Desire to work toward those goals

  • Question: Can you tell me about yourself?
  • Question Overview: This question reveals the customer service associate candidate's communication skills and personality. You'll learn how well he or she can express him or herself and whether he or she is able to provide a clear picture of his or her strengths and weaknesses. You'll also learn about his or her values, goals and interests.

    Sample Answer: I'm a recent college graduate with a degree in business. I enjoy working with people and have experience in customer service. I'm looking for a job where I can use my communication skills to help customers.

      What the interviewer is looking for:
    • - Ability to express oneself clearly
    • - Ability to provide a clear picture of strengths and weaknesses
    • - Values that align with those of your business

  • Question: How do you work with a team?
  • Question Overview: This question helps you understand how the customer service associate candidate may work with others. You'll learn if he or she is a team player and if he or she is able to work independently. You'll also learn how well he or she communicates with others.

    Sample Answer: I enjoy working with a team. I am able to work independently when needed. I am able to communicate clearly and effectively with my team members.

      What the interviewer is looking for:
    • - Ability to work with others
    • - Ability to communicate clearly and effectively
    • - Ability to work independently

  • Question: What makes you think that you are qualified for this job?
  • Question Overview: This question gives you an opportunity to learn about the customer service associate candidate's self-confidence and self-awareness. You'll learn whether he or she is able to articulate his or her strengths and weaknesses. You'll also learn whether the applicant has done his or her research into your business and whether he or she has a good understanding of the position.

    Sample Answer: I have experience working in customer service and I have a passion for helping people. I know that I would be a great fit for this position.

      What the interviewer is looking for:
    • - Knowledge of your business
    • - Ability to explain why he or she is qualified for this position
    • - Self-awareness of his or her strengths and weaknesses