As a call centre operative, your work will largely be about solving problems for customers. Whether it’s issues related to products, payment or service, you’ll always have problems to solve.
Interviewers ask this question because they want to know if you can solve problems efficiently while maintaining a professional demeanour.
Consider using the STAR method when answering this question. STAR stands for situation, task, action and result. With the STAR method, you start by describing the situation you faced, followed by the task at hand, the action you took and the end result.
Here is an example answer to this question:
‘While employed as a call centre advisor at Example Company, I received a call from a customer who had a problem with his new mobile phone. The screen had gone blank, and the customer was becoming irate. I informed the customer that I would do my best to look into the issue. I put him on hold and contacted the appropriate department. It turned out that there was a glitch with some of the phones. I arranged for the customer’s phone to be repaired and managed to get him a replacement while he was waiting for it to be fixed. In the end, the customer was satisfied and thanked me for my assistance.’