10 interview questions for hiring great customer service reps

10 interview questions for hiring great customer service reps

Providing memorable customer support sets you apart from your competition. But to make that happen, you have to build a customer support team that has the skills and temperament to effectively solve your customer's issues and positively represent your company, day after day.

At Zendesk, finding customer service reps with certain fundamental skills is actually more important than having an extensive background in technology. We can teach them about the intricacies of Zendesk relatively quickly but the ability to be patient and empathetic must already be in place.

One of the first things we look for is whether or not they are passionate about helping others. A good indicator for this trait is if they're passionate about other things in their lives such as a hobby or their family. During the interview, get them talking about their interests and ask yourself: 'are they great at talking about the things they are passionate about'?

Honesty and transparency are huge for Zendesk. Our culture is such that we don't want to hide anything from our customers. Our pricing is very transparent and our tone is friendly and engaged. We want our support team to reflect those values, so we look for people that naturally come across as genuine and open. During the interview, ask yourself: 'do they go for easy, softball answers or can they get deeper without over-sharing'?

Below are 10 interview questions that can help you understand if the person you're talking to has the skill set and temperament to be an effective customer service rep.

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