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Tradeshift on LinkedIn: CEO Interview Series: Christian Lanng

Customer Support Executive Interview Series: Lindsay Lebensohn from Tradeshift

Then, I assured them that I would do everything within my power to resolve the issue promptly. After gathering all necessary information, I coordinated with our internal team to expedite a replacement product and offered a discount on their next purchase as a goodwill gesture. Common Customer Service Executive interview questions, how to answer them, and example answers from a certified career coach. It’s also okay to ask similar questions at different points during the interview.

Customer Support Executive Interview Series: Lindsay Lebensohn from Tradeshift

It also shows that you understand the importance of efficiency and the value of resolving issues quickly, without putting additional burden on your team or supervisors. As a customer service executive, you are the frontline of the company and often the first point of contact for an unhappy customer. Interviewers want to know if you possess the skills to empathize with the customer, find a solution to their problem, and ultimately retain their loyalty to the brand. Handling such situations effectively is key to maintaining a positive company image and promoting customer satisfaction. In today’s fast-paced and competitive business landscape, excellent customer service can be the difference between success and failure. As a customer service executive, you are on the front lines of this critical aspect, responsible for ensuring exceptional customer experiences.

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Yet the more overview she gained, the more she needed to position herself between the engineers, sales team and the user experience developers. Part of leading a team involves putting that team together and training them to be successful agents. Communication skills are what help rise you to the level of executive, so better believe the same skills will come into play in your new role. Honestly this information gave me a sense on how to handle my interview as well as improve my interview skills. The tricky thing about interviews is you only have one shot to set the right tone and learn what you need. Instead of auto-piloting to a solution based on what they expect to hear, they’re patient enough to listen to how a customer feels and respond accordingly.

How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? Short of inventing a time machine, there’s no guaranteed method, which makes your interview one of the most important tools you have to vet customer service and support candidates. Oftentimes, companies with limited resources may want to overlook customer service, but as the support team diplomat you have got to highlight the importance of staying customer-focused during an expansion or direction change. After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. If you are about to hire for a customer-facing role, save a ton of time using our free Customer Service Interview Builder.

Lindsay Lebensohn’s email address, phone number and social links are

With a considerate process and clever questions in hand, you’ll own up to your end of the bargain and set the stage for candidates to reveal who they are, how they work, and if they’re the person you’ve been looking for. Try not to rush to fill the silence; it’s okay to let your candidates sit quietly before they answer a question. It can give them time to formulate their thoughts, and it can also result in them revealing more than they initially intended. References can be a valuable component of the interview process if handled correctly.

Your answer will reveal your openness to change and your commitment to continuous improvement, which are vital qualities for a successful customer service executive. Trust is the cornerstone of a strong customer relationship, and as a Customer Service Executive, you will likely deal with sensitive customer information daily. Interviewers ask this question to assess your ability to maintain confidentiality, adhere to company policies, and ensure that the customer’s privacy is protected at all times. They want to know that you understand the importance of safeguarding client information and can handle sensitive data with the utmost professionalism and discretion. Measuring personal performance is essential for continuous improvement, and hiring managers are looking for candidates who understand the importance of tracking their own progress. By asking this question, they want to see if you are proactive in evaluating your performance, setting goals, and implementing strategies to enhance customer satisfaction and efficiency in the workplace.

Medium-priority tasks may have upcoming deadlines but are not as critical to address immediately. Low-priority tasks can be attended to once more pressing matters are resolved. The right interview questions reveal useful information because they force interviewees to think on their feet and draw on their experiences. Seeing how they react speaks volumes about how they will handle real-life situations — and will help you avoid wasting time and energy hiring the wrong person. Most careers come with extra responsibilities, beyond what was outlined in the job description.

Customer Support Executive Interview Lebensohn from Tradeshift

Self-awareness involves recognizing my emotions and understanding how they can affect my performance. When faced with challenging situations, I take a moment to acknowledge my feelings and then consciously shift my mindset towards finding solutions rather than dwelling on the problem. The ability to take feedback and grow from it is essential in any role, but especially in customer service. As an executive, you must be able to lead by example and demonstrate your willingness to improve and adapt. Interviewers want to see how you respond to constructive criticism, whether you take it as an opportunity to learn and grow, or if you become defensive.

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Additionally, I encouraged open communication within the team so that any concerns or questions could be addressed promptly. I began by empathizing with the customer’s situation and apologizing for the inconvenience they experienced. Then, I asked for more details about the damage and requested photos of the product if possible. After gathering all necessary information, I informed the customer that I would contact our warehouse team to arrange for a replacement item to be shipped out as soon as possible. After gathering all necessary information, I informed them that not only would we provide a full refund but also expedite shipping for a replacement product at no additional cost.

Customer Support Executive Interview Series: Lindsay Lebensohn from Tradeshift

After discussing the issue with my supervisor, we decided to expedite the shipping at no additional cost to the customer. I personally coordinated with the warehouse team to ensure the replacement was dispatched immediately. Additionally, I kept the customer informed throughout the process and provided them with the tracking information for their peace of mind.

While every support team needs a couple technical wizards that know all the ins and outs of your company’s product, once you’re at the level of executive it becomes less important to be an expert in these details. 150+ Page Interview Skills Guide – packed full of interview advice, to tips from interview experts, and all of the most common interview questions with detailed answers. Order today and you will get this bonus guide FREE – offer available for a limited time only. To adapt quickly, I first familiarized myself with the new CRM system by attending training sessions and exploring its features on my own. Then, I organized a series of workshops for my team members to ensure they were comfortable using the new system. During these workshops, we discussed potential challenges and devised strategies to overcome them.

Read more about Customer Support Executive Interview Lebensohn from Tradeshift here.

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June 2024