Live Chat Agent Interview Questions & Answers

Question 1. What Do You Enjoy About Customer Service?

Answer :

I enjoy customer service because customers are everywhere. They come from all walks of life, and they are everyday people. I love meeting them, and I enjoy the process of trying to help make their lives as easy as possible. I love to help people. I also enjoy the challenge of providing solutions to difficult situations, and helping the customer and the business leave with a win-win.

Question 2. In Your Opinion, What Makes For Great Customer Service?

Answer :

Great customer service means listening to your customers. It means empathizing with them and their experiences, and working hard to find the best solution to your customers’ problems. It means knowing how to deescalate a situation with an angry customer, and using problem solving skills to make sure that everyone walks away from the interaction satisfied.

Question 3. Tell Me About Your Previous Work Experience In Customer Service?

Answer :

I’ve been working with customer service since 2012. I’d say that my introduction to customer service was during the two years that I spent working as a waiter at the Golden Apple. That’s where I first learned how to listen and talk to customers. I would take their orders, communicate their orders back to them, and then pass that order onto the kitchen staff. If a customer didn't know what to order, I would use my knowledge of our menu items and the customer’s needs (I would ask them what they were in the mood for) in order to make a satisfactory recommendation. From the restaurant I went on to work as customer support staff at Allen’s Sporting Company, where I eventually became head of the Team Sports department. I helped customers find items and answered questions about different team goods, such as youth sports uniforms, soccer balls, tennis racquets, etc. I was employee of the month 6 times during this experience, thanks to the overwhelmingly positive feedback that I received from customer surveys.

Question 4. What Skills Could You Bring To Our Live Chat Team?

Answer :

Well, I’m an excellent communicator. I’m a compassionate person. I’m dedicated, hard working, and a perfectionist. When I’m solving a customer’s problem, I do everything I can to help them. I know how it feels to be a customer, and I know the experiences they are looking for. I know that I can give that to them.

Question 5. What Do You Know About Our Product Or Service?

Answer :

So, I know that you guys make quality backpacks and other camping, travel, and outdoor gear. I haven’t bought any products from your company myself, but my sister is a big fan. I am also familiar with several of the brands that you sell, such as Kelty.

Question 6. What Is Your Experience With Multitasking, And Are You Capable Of Handling Multiple Systems/chats At Once?

Answer :

I’m very comfortable with multitasking, and I believe that I am absolutely capable of that. As a waiter I had to take care of multiple tables at once, while making sure that all tables had an equally satisfying experience. I believe that this skill would translate well to live chat.

Question 7. Have You Ever Served A Customer Over Live Chat Before, And What Are Some Of The Skills You Might Need In Order To Succeed As A Live Chat Agent?

Answer :

No, I have never served a customer over live chat before. I am a fast typer though—that’s something that I imagine you need to succeed with live chat in particular.

Question 8. What Kinds Of Customer Service Systems Have You Used, And How Familiar Are You With Them?

Answer :

Yes, I’ve used a CRM (customer relationship management) system to track online orders before. Our company had a policy that all interactions needed to be logged there, and I came to understand the importance of looking at a customer’s history before putting together a response to their query.

Question 9. What Have You Done At Your Current Company To Improve A Process, Save Time, Money Or Resources?

Answer :

At my last company, I noticed that a product that was often stolen was sports jerseys. Team sports was a department that was often targeted because it was so close to the exit. Since our company didn’t have any sort of tag or alarm on these jerseys, I suggested to management that we begin tagging this product, despite it being below the value that we usually tag. Two months later, our losses were down 25%.

Question 10. Tell Me About A Time Where You Have Used Feedback Of Your Performance From A Supervisor, Colleague, Or Customer In Order To Make A Change For The Better?

Answer :

One time, a customer criticized a tone that I used with her. At first I thought that she was just saying that because she wanted to criticize someone. But then, after she left I sort of started examining myself. I realized I was kind of having a rough day, and that my tone might not have come off as friendly as I had intended it. I perked up, and spent the rest of the day making sure to not transmit any negative energy onto my customers.

Question 11. What Do You Hope To Get Out Of Your Experience With This Company?

Answer :

I hope to learn new skills that I can use in customer service and in life. I also hope to contribute my own talents to your team, so that we can mutually grow. I am also interested in the possibility of upward mobility within your corporation, and am eager to see where this position might take me.

Question 12. You Have Noticed A Recurring Problem Or Complaint Amongst Your Customers. What Do You Do?

Answer :

I would report the complaint to my manager to make sure that it got solved. That’ll mean less trouble for the customers, and less hassle for us in the long run.

Question 13. Think About A Time Where You Have Had A Good Experience As A Customer, Talking To A Customer Service Representative. What Made That Experience So Good?

Answer :

The best experiences that I have had as a customer have been when a representative was very warm and friendly. They had a good sense of humor, and were very helpful. It felt like a friend giving me advice, not an employee giving me assistance. Also, when they are able to show a lot of knowledge of the product, I walk away feeling great—like my purchase was a good decision.”

Question 14. What Is More Important, The Speed At Which You Wrap Up A Chat, Or Solving The Customer’s Issue In A Single Interaction? Why Is That So Important?

Answer :

Solving a customer’s issue the first time is more important. If you can’t help a customer well the first time, then you’re basically going to end up giving your team double the work. Also, your customer will probably be upset if they have to ask for help with the same issue twice, and won’t have as much faith in your company or the ability of your representatives.

Question 15. After A Calm Morning, The Queue Is Suddenly Through The Roof. You Were Hoping To Go On Break At Noon, But Your Teammates Need Help Tackling The Surge. What Do You Do?

Answer :

I would stay longer and help the rest of my team take down the queue. It’s not like I’m going to skip lunch—I can always break a little later.

Question 16. Tell Me About An Experience Where You Had To De-escalate A Situation With An Upset And/or Angry Customer, And How You Handled It?

Answer :

One time at Allen’s Sporting Company, a customer could not reach an item. They tried climbing the shelf, which broke, and they fell down. The customer was furious, and I think also really embarrassed. I was the first one on the scene. In the end, I ended up taking care of that customer. I heard them out and apologized as they yelled. Then I got them a sizable discount coupon to compensate. The representative who was supposed to be taking care of that section of the store was absent, so the trouble really was on our end. The customer left satisfied.

Question 17. How Well Do You Work Under Pressure, Or In High Stress Situations? What Do You Do When Things Are Getting Tense?

Answer :

I’m familiar with working under pressure. In the restaurant business, that was something that we had to deal with every weekend – a large amount of customers, customers who were sometimes upset about the wait time or with the food they had ordered. Typically I just practice the rule that ‘the customer is always right’. I use smiles and apologize as needed to sort of ease the stress. I also practice breathing exercises when I’m alone to release some of my own stress.

Question 18. Think Of A Situation Where You Couldn’t Get The Customer Exactly What They Wanted. What Did You Do To Ensure Their Satisfaction?

Answer :

One time a customer had a coupon for 25% off, which they had gotten online. Unfortunately however, the coupon was only available for online purchases—not in-store sales. I took care of the customer by placing an order online for them, and helping them input the code. Although they couldn’t leave the store with their item, they got the discount that they were looking for.

Question 19. What Was Your Proudest Moment Helping A Customer?

Answer :

My proudest moment helping a customer was one time when a customer arrived at our store extremely upset because nobody had been able to give her the information she was looking for. She was trying to find a specific soccer ball, and a different rep had sold her something completely wrong. I was able to find the product that she was looking for, and gave her a free coupon discount to compensate for her troubles. She wrote me the nicest review I have ever read… it was a really fulfilling moment.

Question 20. What Is Your Experience Working As Part Of A Team, And What Does Teamwork Mean To You?

Answer :

When I worked at Allen’s Sporting Company, sometimes the checkout line would get slammed. If I got called to help out at the cash register, I was always there without fail. Also, in my restaurant experience, I would sometimes cover a colleague’s table if they had to leave early. To me teamwork means being there for your coworkers, and providing them support whenever necessary.

Question 21. What Are Your Strengths And Weaknesses When It Comes To Interacting With Customers?

Answer :

Well, I am a people person. I enjoy approaching and talking to customers, and making sure that they get what they need. I love solving their problems. I’d say that a weakness that I have when interacting with customers is knowing when to give up on trying to solve a problem. I’m working on learning when to call for backup when necessary.