Mock Call Center Job Interview | Fresh Graduate, Newbie

miss katherine nunes yes it's me how are you  doing today i'm doing fantastic thanks for asking   and how are you i'm doing fantastic as well so i  will of course be conducting this final interview   and i will be asking you questions about yourself  uh i will be while you speak i will probably be   taking notes as well and i hope that won't  be too distracting for you but rest assured   that i will be listening the whole time okay all  right also if any time you want to ask questions   feel free to do so no problem i definitely  will perfect and by the way how do you want   me to call you kath will do just great that's  my nickname great so kath tell me about yourself   so my passion has always been teaching um and when  i graduated last year i was looking forward to   finally becoming a teacher so i applied to  several schools and did some volunteer work but   along the application process i discovered that  on average fresh education graduates could take   five years to be granted a permanent position  when i learned that i decided to explore   other options so i did a lot of research  and interviewed some people asked for advice   and my goal was to look for industries  that align with my personality and skills   after some careful consideration it led me to  the call center industry so here i am interesting   may i know why it could take five years before you  could even get a permanent position i'm not sure   about other provinces but in our province there's  this massive influx of fresh education graduates   per year the problem is first there aren't many  positions there aren't many job openings in   schools specifically public schools and second  uh to get a permanent position in public school   we have to earn points and to earn those points  we must do volunteer works some of them are paid   some are not and unfortunately this process could  take five years and i even heard stories that   it could even take up to a decade before  you could even land a permanent position   and when i saw that trajectory that it could take  five years up to even a decade i decided to look   for other options so here i am and are you aware  of the task of a customer service representative   i am customer service representatives help  customers by answering their questions or   providing resolutions to their issues and problems  they're basically the front liner of brands and   companies and did you discover other fields other  industries aside from the bpo industry well i'm   also considering becoming an esl teacher but call  center is my first choice why because the tasks   of a call center agent are more diverse and the  more diverse the more skills i learn and the more   skills i learn the better it is for me career-wise  how so how is a call center more diverse than esl   well with esl the customers or the students  are paying to be there they want to be there   they want to learn so it's less complicated  for the esl teacher but in a call center the customers are calling not because  they want to but because they have to   uh slow internet defective products  they have no choice but to call and   these circumstances don't really allow them  to be ha don't really make them happy you   know they're usually they're annoyed and  some of them are even hysterical i heard   so i think the harder it is the the more diverse  the tasks are gonna be you're gonna have to learn   um problem solving negotiation stress  management all of these skills i   would definitely want to learn that's why i'm here  and what are you exactly looking for in a job i'm   looking for a job that not only can sustain me  financially but one that i can be competent in   and i think that a call center workplace meets  those needs so what kind of environment do you   like best then well for me the best work  environment is where i can collaborate   and interact with other people that's where  my strength lies i seem to have a knack for   getting along with any personality type so  i would definitely prefer it to be like that   but if a need arises that i need to work solo for  some reason then i can definitely do it no problem   in school we're taught to be able to switch  between solo and team projects so working in   both environment is not really a problem for  me okay so how would you handle a dissatisfied   customer who ordered a dress from your company  company and got got the wrong dress instead   what would you do well i i would have to  tell her that the only option is a refund   but then if there's any way that i could make  it better for her like for example maybe i could   give her a voucher if if the company allows then  i would definitely give her a voucher because this   is any inconvenience but at the very least i would  definitely express my sincere apology and probably   also an explanation as to why it happened  i think customer really needs to hear that pretend that i am that customer how would you  say it all to me um and let's say that you could   give her you could give me a 20 coupon um how  would you deliver the news okay uh miss sheena   we apologize that we sent you the wrong dress  please know that this is not the experience that   we want you to have what i can do for you is i  will process the full refund as soon as possible   and as a token of our apology we would like  to give you a twenty dollar coupon code   that you can use on your next purchase  and this this code doesn't expire and   you can see you can use it anytime i also  received a message from my supervisor that   you don't have to return the wrong dress  that we sent you you can keep it okay and what's the achievement that  you're most proud of and why   ah well i'm definitely proud of being able  to graduate college uh it's not easy to   graduate college you have to think long term  it's not a sprint it's more like a marathon   so you have to be able to think long term you  have to know when to slow down to save your energy   and when to push and that's especially tricky when  you're under a lot of stress which usually are   when you're in college and being able to graduate  that's for me that's the biggest accomplishment   that i had so far give me an example of how  you performed well under pressure and how you   handled it well this was there was this one time  when i was tasked tasked by our instructor to   represent our class in bueno uh so it was an  intermission number i was supposed to sing and i   practiced a lot for three days straight but for  some reason i lost my voice it was impossible   to sing and my instructor of course wasn't pleased  at all and i felt like it was my responsibility to   make it right somehow so i told him that i would  write a short role play and yeah i spent one long   night one long sleepless night to just finish that  role play and with some persuasion i was able to   convince my two two of my classmates to  act out my role play and so they said yes   and we were able to present that role play at the  last minute well not last minute but within a day   before the event it was it was success so i would  say it was it was great provided the the limited   time we had i was still part of the role play but  i was just in the background and didn't have any   lines because i was i was but i would say that i  it was a fun experience at first you i thought it   was it was gonna it was gonna go wrong but then  at the last minute i was able to redeem myself   under a lot of stress i'm curious what was the  role play about well um it was about two filipino   friends one went to the united states one remained  in philippines and when the friend from the us   went back to the philippines they the two friends  met and for some reason the friend from the us   could no longer speak filipino until a crab bit  her and she accidentally she essentially said arai   so um it was it was a cheesy plot really  it's something that you would expect   in a one week event but um it was a  last minute idea and i just did it to   have something i have an intermission for a class  well it's definitely better than not being able   to present anything to your class so good job what  is your greatest weakness my greatest weakness um   well my greatest weakness would be that i talk  too much sometimes so much that it could get   overwhelming for the people around me um  sometimes it's a strength because it would   serve as an icebreaker in an awkward party but  there are times when it's a weakness because   it tends to diminish my ability to listen to  other people's perspectives and that could be   a bad thing i think it has something to do  with my very high level of extroversion so   what i do to deal with that is i have a rule uh  it depends on the setting so when i'm at a party i   definitely just allow myself to  talk and talk and to let loose   but when i'm in a professional setting i have  this filter i try to practice using this filter   so that i could you know think before i  speak and it's it's a matter of practice   as far as i'm as far as i notice i'm getting  better and better at it but definitely not perfect   but it's something that i'm aware of and  improving on really and how is that working so far   well um you tell me am i talking too much right  now no you're fine i am not overwhelmed yet   so it's fine okay so my filter is working  that's good to know all right so this is   quite a tricky question and but bear with  me here why do you think pizzas are round   i don't think all pizzas are round i think  there's this pizza called sicilian pizzas   and they're traditionally square i love  pizza so i know this but if you're asking   why pizzas are usually round i think it's for  convenience it's just easier to form a pizza dough   with a round shape with your bare hands when  you make a dough my hands would be like this   so that's naturally naturally round so you just  cannot form a square it would be awkward and the   thickness of the pizza would just be so uneven  so you have to form it like this and it's more   convenient to form a round shape like this  um am i talking too much it's actually quite   fascinating um i've never made a pizza in my  life and so i am actually quite fascinated   you can actually hate make a homemade pizza in  fact i am curious can you walk me through the   process of creating or making your own homemade  pizza from start to finish can you do that for me   oh my pleasure it's actually quite simple  let me show you my recipe okay so first   you have to prepare five ingredients 3.5 cups  of flour 2 teaspoons yeast one teaspoon sugar   1.5 teaspoon salt around 1.5 to 2 cups of water  so what you do is mix in the dry ingredients   flour and the salt and in a separate bowl mix in  yeast and the water and the sugar this is your   liquid mixture once the yeast starts to bubble  that's the time that you can mix in the wet   ingredients with the dry ingredient and then mix  them all together with your hands or with a whisk   whisker and then you can start kneading the dough  that's when you form the round shape you just let   it sit for two hours cover that with a cloth and  then it should after two hours it should start   to form a huge amount of dough and you have to  knead that and flatten it until it will form a 12   inch pizza but if you're more advanced you  can take advantage of the centrifugal force   and spin it in the air whatever you do the  the goal is to form a 12 inch diameter pizza you have to preheat the oven to 220 degrees  celsius and you set it to 20 minutes pop it   in the oven and then you just wait for the  pizza to cook wow i'm definitely hungry now   i better end this interview  soon so i could order some pizza yeah all right serious question  now why should we not hire you   um you should not hire me because i lack call  center experience on day one i cannot promise   that i would work like a 10 year rep i will ask  questions i'll probably make mistakes hopefully   small mistakes but i will stumble definitely  and i will need the help of my trainers so if you're looking for someone  experienced you would probably   not hire me but i'm a fast learner and i'm  proactive and i'm sure that as soon as i overcome   that short learning curve then i will be able to  outweigh the cost of my training and are you are   you flexible to work any shift including weekends  and public holidays yes i am perfect perfect   and do you have any questions for me well just  one um what is your favorite part about working   here if you don't mind me asking okay well  i love that the company is people oriented   you know the ceo the managers the management  whole management they they make a conscious   effort to connect with their employees from top  to bottom that's what i love about them they ask   for suggestions they're open to criticisms and  i think that's the foundation of a good company   and if you work here you're definitely gonna  feel that on day one that's deeply motivating i   i would definitely be grateful to have that  privilege thanks for that sheena you're so welcome   so i think that's it um if you could just  wait for this next interview to finish   and then i will announce the result by then of  course no problem should i call the the next   applicant on my way back yes please uh that  would be perfect uh his name is albert de   leon all right i'll let him know thank you so  much for your time it's my pleasure thank you oh jesus

Channel: Kwestyon

Views: 87,622

Keywords: mock job interview, call center interview simulation, job interview simulation, bpo job interview, bpo interview sample, sample job interview, no call center experience, cc job interview, cc interview, kuya reneboy, rea ninja, call center training, call center tips, job interview practice

Id: BYKqJkDxg9U

Length: 17min 39sec (1059 seconds)

Published: Wed Jul 20 2022