This document provides a workshop on preparing for and answering common interview questions for call center jobs. It includes formulas and examples for answering questions like "Tell me about yourself", "Why do you want to work for our company?", "What are your strengths and weaknesses?", and "How would you handle an angry customer?". The workshop is aimed at intermediate English speakers looking for call center, tourism, or other international jobs where English is required. It advises keeping answers positive and focused on skills relevant to the role.

2. Who am I?
Starlin Santos Cruz
➢English Instructor.
➢More than 3 years of experience
teaching english.
➢5 Years of experience working on the
call center industry.

3. Who is this workshop for?
This workshop is for pre-intermediate or intermediate english speakers looking for a job in
english, it could work really well if you need to prepare an interview for :
 A call center
 A job in the touristic sector
 An international position where english should be spoken.

4. Unit 1: Call center Interview Questions
and how to answer them

5. Tell me about yourself
Formula:
 Talk about your career
 Where did study or are currently studying
 Job experience if you have
 Talk about what are you good at/your skills

6. Example:
“I am studying education at UASD. In my last Job I was a customer
service Rep for a fast food company. I used to help customers with
their orders and questions about the products. I really enjoy
helping others and I am patient and easy going”

7. Do you have any experience in call center?
Formula:
 If you do not have work experience just say “I don’t”
and focus on why you can do a good job.

8. Example:
“I do not have any experience working in call centers but I am fast
learner and I love technology and commuicating with people”

9. why did you leave your last job?
Formula:
 Always focus on positive things and never say negative
things on why you left your last job.

10. I’m looking for new challenges.
I feel I wasn’t able to show my talents.
I’m looking for a job that suits my qualifications.
I’m looking for a job where I can grow with the company.
Example:

11. Why do you want to work for our company?
Formula:
 Why are you interested in the company? +
 Why are you interested in the job?

12. Example:
“I checked your company page online and I have seen that you really
care about the employees and offer opportunities to grow from within
the company and I’ll love to be part of a company where I can grow
and enhance my skills”

13. What are your strenghts and weaknesses?
Formula:
 Talk about your skills
 Talk about a things that is not positive about you but
that you are working on.

14. Example:
I am punctual, I like to be on time, I am friendly and easygoing, sometimes I
am slower in completing my tasks compared to others because I really want
to get things right. I will double or sometimes triple-check documents and
files to make sure everything is accurate

15. Why should we hire you?
Formula:
 Talk about your skills that are relevant to the position.

16. Example:
I like to talk on the phone, and negative responses never discourage me. I have an ability
to swallow virtually everything, and I believe this ability is crucial if one wants to be good at
this job.

17. Why do you want to work in a call center?
Fórmula:
 Talk about what you know about the industry why
you’d like to be part of.

18. Example:
I’m excited to work in a fast-paced environment that will challenge me to use all of my skills
to solve problems and improve the customer experience. I love flexing my communication
skills and interacting with customers.

19. What is customer service for you?
Fórmula:
 Brief definition of customer+
 what is good customer service for you.

20. Example:
There are many components to customer service, and you need all of them to truly satisfy
customers. Customer service involves being a kind, courteous, and professional face for
the company. It also involves listening carefully to customer wants and concerns. Beyond
listening, customer service is doing everything in one’s power to efficiently and accurately
serve each customer. Finally, customer service is about clearly explaining solutions to
clients. All of these components of customer service lead to happy and loyal customers,
which I know is the ultimate goal of your company.

21. How would you handle a call for an angry customer?
Fórmula:
 Talk about the steps you will take to calm down the
customer and solve the problem.

22. Example:
I think the first step is to stay calm, listen and express to the customer that you understand
them. I think it’s also important to remember that it isn’t personal, and the best way to de-
escalate the situation is to work towards a solution.

23. How do you see yourself in 5 years?
Fórmula:
 Talk about how do you see yourself growing within
the company

24. Example:
“I’m really driven to achieve both mine and the company’s goals, and it is my belief that this
stability will allow me to do so as I grow within this role. Five years down the road I see
myself growing into a supervisor or manager where I’ll be able to use my skills to support
and influence others.”

25. What is your schedule availability?
Fórmula:
 Be honest about your availability and do not ask for
weekends if you know the company work on
weekends.

26. Example:
"I am available to work Monday through Friday, and am very flexible about the start and
end time on those days. I'm willing to make occasional additional hours work with my
schedule."

27. Find the link in the comments section and once in the WhatsApp group you will have access to the
downloadable link of the full presentation so you can practice on your own.

28. Thank you very much for being here until the
end!
Let’s keep in touch. Follow us on:
@englishwayrd