A good work ethic
Posted: Tue Dec 17, 2024 5:49 am
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Customer service is a thankless job. Service reps are often under a lot of pressure, especially when something goes wrong. They have every right to make mistakes from time to time. You should always keep that in mind.
Unfortunately, there are times when mistakes start to pile up and have a negative influence on your company's image. There may be 2 reasons for that:
Representatives are not qualified or motivated enough (see how to motivate your customer service team ) or
It is understaffed. (continue reading)
But what should I look for when hiring a new customer service representative to avoid future mistakes?
Man with binoculars
Characteristics to look for in an interview:
A job interview serves to determine a candidate’s potential. However, it’s equally important to explain the role, company policies, culture, and work environment before the interview. A quick way to share this information with your candidates is to create a hiring video to outline the expectations of the job. It should be as informative as possible so that the candidate is well prepared and your time isn’t wasted. You can even ask potential candidates to prepare a plan for the day of the interview, which will allow you to determine how well they can perform the job.
You can also ask them to create a basic cover letter so you can get a deeper insight into who they are as a person.
Below is a compilation of the most important characteristics to consider when interviewing a candidate for a customer service / helpdesk operator position.
Self-control
Your new employee will encounter difficult customers. The representative must be able to deal with the difficult moments that come with serving the public. The person chosen must have self-control.
Willing to help
Your candidate should be willing to help others solve problems.
Patience
It's vital to have tolerance for those customers that no one really wants to deal with. The more patient your customer service rep is, the better for your support.
Commitment
Given the high turnover rate of customer service representatives, one very iran whatsapp number data important quality to look for in a potential employee is commitment.
Emotional stability
You should be looking for an employee with good impulse control, no anxiety, and calm.
Empathy
One of the first and most important steps when answering a support call or email is to stop for a second after hearing/reading the problem and put yourself in the shoes of the customer you are dealing with.
Adaptable
You need a candidate who is highly adaptable and extremely quick on their feet.
Communication skills
Service agents must be able to communicate fluently in their customers' language.
Product knowledge
If your company sells something, it's important that your service agent knows the product inside and out.
Sales skills
Customer service representatives are always in contact with customers, so there is a high chance that they will be able to initiate a sale.
Your new representative must be willing to put in the work necessary to provide exceptional customer service.
Ensure your agents know your product
Create a knowledge repository for your agents to ensure they're well-versed in your product and ready to provide exceptional customer service.
Create repository
Book a demo
Share this article
Daniel Pison
Daniel Pison
Daniel is responsible for the marketing and communication strategy at LiveAgent. He is a member of the inner product circle and company top management. During his previous professional career, he held various managerial positions in the field of marketing and client communication. Daniel is one of the experts on AI and its integration into the customer service environment.
More articles by Daniel Pison
Related Articles
Try it for free
No commitment
Full name
Company name
.ladesk.com
Choose your region (datacenter location)
Data center changes are not possible after account creation.
Open your free account
By signing, I agree to the T&C and Privacy Policy .
The best trust us
4.8/5
5/5
Customer service is a thankless job. Service reps are often under a lot of pressure, especially when something goes wrong. They have every right to make mistakes from time to time. You should always keep that in mind.
Unfortunately, there are times when mistakes start to pile up and have a negative influence on your company's image. There may be 2 reasons for that:
Representatives are not qualified or motivated enough (see how to motivate your customer service team ) or
It is understaffed. (continue reading)
But what should I look for when hiring a new customer service representative to avoid future mistakes?
Man with binoculars
Characteristics to look for in an interview:
A job interview serves to determine a candidate’s potential. However, it’s equally important to explain the role, company policies, culture, and work environment before the interview. A quick way to share this information with your candidates is to create a hiring video to outline the expectations of the job. It should be as informative as possible so that the candidate is well prepared and your time isn’t wasted. You can even ask potential candidates to prepare a plan for the day of the interview, which will allow you to determine how well they can perform the job.
You can also ask them to create a basic cover letter so you can get a deeper insight into who they are as a person.
Below is a compilation of the most important characteristics to consider when interviewing a candidate for a customer service / helpdesk operator position.
Self-control
Your new employee will encounter difficult customers. The representative must be able to deal with the difficult moments that come with serving the public. The person chosen must have self-control.
Willing to help
Your candidate should be willing to help others solve problems.
Patience
It's vital to have tolerance for those customers that no one really wants to deal with. The more patient your customer service rep is, the better for your support.
Commitment
Given the high turnover rate of customer service representatives, one very iran whatsapp number data important quality to look for in a potential employee is commitment.
Emotional stability
You should be looking for an employee with good impulse control, no anxiety, and calm.
Empathy
One of the first and most important steps when answering a support call or email is to stop for a second after hearing/reading the problem and put yourself in the shoes of the customer you are dealing with.
Adaptable
You need a candidate who is highly adaptable and extremely quick on their feet.
Communication skills
Service agents must be able to communicate fluently in their customers' language.
Product knowledge
If your company sells something, it's important that your service agent knows the product inside and out.
Sales skills
Customer service representatives are always in contact with customers, so there is a high chance that they will be able to initiate a sale.
Your new representative must be willing to put in the work necessary to provide exceptional customer service.
Ensure your agents know your product
Create a knowledge repository for your agents to ensure they're well-versed in your product and ready to provide exceptional customer service.
Create repository
Book a demo
Share this article
Daniel Pison
Daniel Pison
Daniel is responsible for the marketing and communication strategy at LiveAgent. He is a member of the inner product circle and company top management. During his previous professional career, he held various managerial positions in the field of marketing and client communication. Daniel is one of the experts on AI and its integration into the customer service environment.
More articles by Daniel Pison
Related Articles