To start with, who is a receptionist? A receptionist is an individual who performs various administrative tasks, including answering telephones and issuing relevant information to the public or customers.
Below Are The Top 25 Receptionist Interview Questions And Answers. Also, there are sample answers that will guide you on how you are supposed to answer the questions.
1. Why Are You Interested In This Role?
“Having learned that you were recruiting, I was motivated to apply for this role to put my knowledge and skills into place. I want to use the skills I gained from my university and the experience I have had in my previous roles to better your company’s performance. As I was researching your company, I loved the good performance I saw in the reception department. I want to be part of a team that helps customers get their desired expectations. Lastly, I am a person who likes learning from others. I am not shy to say that I would like to sharpen my skills further by learning from your company. ”
2. What Are The Roles Of A Receptionist?
“There are several duties that I, as a receptionist, should perform. Among them are;
· Receiving visitors at the front desk by greeting, welcoming, directing, and announcing them appropriately
· Answering screening and forwarding incoming phone calls
· Receiving and sorting daily mail
· Greet and welcome guests as soon as they arrive at the office
· Direct visitors to the appropriate person and office answer, screen and forward incoming phone calls
· Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms, and brochures)
· Provide basic and accurate information in-person and via phone/email
· Receive, sort and distribute daily mail/deliveriesMaintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges)”
3. What Are The Qualities That A Receptionist Needs To Be Successful?
“As a receptionist, there are qualities that I need to have so that I can be successful in this role. First, I need to have good communication skills to make it easy to communicate efficiently to the customers and the public. In addition, I should have problem-solving skills to solve problems whenever they arise. As a receptionist, I am also expected to have industry knowledge, managing skills, and have active listening skills. Lastly, I am expected to be able to be very neat and organized as I can. I believe that having all that is what defines a successful receptionist.”
4. What Major Challenges Did You Face During Your Last Role? How Did You Manage?
“Due to high customer expectations, sometimes the customers could find no value for their money in the product. This is a challenge that my previous company and I went through at our early stages. Whenever a customer does not feel that you met their expectations, the first people to be lectured and faced are the receptionists. This is a challenge that leaves the receptionists in problems if they don’t have proper problem-solving skills. However, I realized that it is good to engage with your customers and tell them what to expect and what not to expect in the product or the services the company is offering. I must say that this was my biggest challenge, but I managed to solve it through the customer engagement program.”
5. Describe Your Daily Routine As A Receptionist
“After arriving at the office, I would start by reviewing tasks for the day and create a schedule of the crucial duties I am supposed to attend to that day. I would then meet with my support team to brief and respond to emails and prior support tickets. I would then attend to onboarding customers’ calls. This time I would be answering calls of inquiries, complaints, and comments. I would then follow up on customers to know whether their concern has been attended to before breaking for lunch. After lunch, I will handle customer support communications across multiple channels. Finally, I would start cleaning, arranging, and beautifying the office. I would then hold inter-departmental meetings and check-ups and then call it a day. That would be a perfect day for me at work.”
6. Describe Briefly About Your Experience
“After completing my university degree, I was employed in a supermarket as an intern. Here I interacted with a lot of seniors who trained me on how to be a good and professional receptionist. After completing the first year, I was permanently employed for a contract of three years. Meaning, I have four years of experience in this field as a receptionist. Having gained such an experience, I believe that I will use these relevant skills and experience to work for your company for better customer satisfaction.”
7. What Kind Of Strategies And Mindset Are Required For This Role?
“As a receptionist, it should always be at the back of my mind that I am working towards customer success. And so, customer first. All the activities that I need to perform should always be focused on customer satisfaction first. One should ensure close relationships, communication efficiency, customer advocacy, quick problem solving, and effective support. Whenever a customer raises an issue, it should be handled and solved immediately without any delays. The response should be 100%. I believe having that kind of mindset is what we call success!”
8. What Is The Biggest Challenge That You Foresee In This Role
“As a receptionist, I see a challenge in the response sector in this field. Since this industry has adopted technology and most of the customers have switched to online support tickets, quick response is a challenge since there are a lot of customer concern tickets booked online. A large percentage of customers are online, and they keep increasing as technology advances. In the future, we need to use more advanced customer software and tools to help us manage a large number of emails, tickets, and chats that we will be receiving. The improvement in websites and electronic payment systems have greatly impacted online shopping.”
9. How Do You Stay Motivated In Your Work?
“As a receptionist, nothing motivates me more than meeting my client’s expectations. Whenever there is an issue that arises from our customer, I try my level best to solve it taking the shortest time possible and make sure that the solution favors both parties which is a win-win situation. Solving the problem is my motivation. That makes me see that my strategies and skills are being useful in this role. That is the biggest motivation in my career. Solving customer’s issues and meeting my customer’s expectations.”
10. Describe A Time When You Failed In This Role And The Lessons You Learned.
“As we all know, mistakes are there to be made. And we learn from our mistakes. As a receptionist from my previous role, I used to get a lot of pressure from customers enquiring about product details. There would be thousands of emails flowing in and lots of website support service tickets. This was overwhelming us. Sometimes, customers would complain about late responses from the support team. However, we were able to solve this. We had to update all the information about the products we offered. Many customers could access any information they needed without emailing or booking a ticket with customer support. Lately, we have been getting a few emails just for follow-ups.”
11. Why Do You Feel You Are Most Suitable For This Role?
“Despite having all the academic qualifications, it is my understanding that this role needs someone who has enough experience from a very company-customer interaction. Having worked at a bustling institution with a lot of customer engagement, I think I am the candidate you are looking for. In addition, the strategies that I have learned from my previous role will help in bettering this field in your company. I believe that you will take this as an added advantage to me and the company as well.”
12. Share With Us Your Greatest Achievement
“In my previous work, a customer would rate your service after attending to them. That would add or deduct your performance points which were being reviewed at the end of the year. There could be an award for the top positively rated employees. That could be the employee of the year. I have won this title three times for the four years I have worked in that company. That means that it’s only one year since I did not get this award. Yes. Of course, that was my entry-level position year. Along with this, there could be a trophy for the staff of the year title.”
13. What Are The Necessary Tools That A Receptionist Should Be Using In Their Office
· Postage Meter
· Webcam or Digital Camera
14. What Are The Relevant Documents That Are Handled By Receptionists?
· Visitor’s Book
· Telephone Message Pad
· Request FormBusiness Card
· Telephone Directory
· Mail register
· Visitors register or appointment list.
15. What Are The Stationery Materials That A Receptionist Use For Their Daily Duties.
· Pens & Markers
· Glue & Adhesives
· Post-it Notes
· Tape Dispensers
· Paper Clips
· Rubber Stamps
· Tape Rolls & Dispensers.
16. Talk About The Customer Success Process And Its Process
“A customer success process is a framework that ensures that your customers understand your product, improves on your ability to engage with them, and answer questions and feedback as soon as possible. The process involves;
a) Identification of customer preferences
b) Formation of customer success journey map
c) Creation of a customer success team
d) Getting the right tool
e) Establishing your metrics
f) Customer onboarding
g) Customer engagement
Having such a customer success process is very important since it entails everything involved in customer success. Using the process mentioned in your company could give the expected customer success.”
17. What are the main filing methods that a receptionist can use to file documents for the company
There are different orders that as a receptionist I should follow to arrange my files neatly. There are;
· Filing by Subject/Category.
· Filing in Alphabetical order.
· Filing by Numbers/Numerical order.Filing by Places/Geographical order.
· Filing by Dates/Chronological order.”
18. What Are The Benefits Of Using The Customer Access Tools That A Receptionist Should Use To Attend To Customers
“There are many benefits of using these software and customer success tools. Among them are;
i) Keep track of customer’s data and requests
ii) Respond to every customer request with an automated response
iii) Get the customer request to the right person
iv) Ensures quick response
v) Keep all customer support information in one place.
These are just five among other benefits of using software and tools in the customer success field.”
19. Tell Us The Different Types Of Customers That You Know Of.
“There are different types of customers that I will be expected to deal with and serve as a receptionist.
a) Loyal customers
b) Impulse shoppers
c) Bargain hunters
d) Wandering consumers
e) Need-based customers.
These are the top five types of customers that I will be serving in your organization if given a chance to.”
20. Give Us A Customer Success Strategy Framework.
“I would say that the framework depends on the type of company’s products. But there is a general and standard customer success methodology used to better the customer success field. The methodology involves;
a) Brand awareness
b) Product/service education
c) Customer acquisition
d) Guided onboarding
e) Customer support
f) Value realization
g) Customer loyalty
h) Expansion offers
These are the main methods that you can use to strategize customer success.”
21. What Is Your Biggest Strength
“As far as my biggest strength is concerned, I would prefer saying that working as a team is my biggest strength. I am a people person. I love working with hardworking people and have one major goal to attain at the end of it all. In my previous role, I had a team that used to pull together towards a certain goal. The morale was so high, and no one could get bored. I believe that I will meet a hardworking team to work with like the one I had before. ”
22. What Do You Know About Our Products And Have You Ever Used Them? If So, Tell Us The Experience.
“First, I must say that your makeup foundations are just on point. I understand that you have used 95% herbal as the components of this product. It was introduced in the market in 2012. Yes. I use it and am proud to say that I used it today as I was coming for this interview. What a beauty indeed.”
23. What Would Be Your Best Part Of Working In This Role?
“I must say that I am good in this role in general, but my best is responding to customer’s queries about our products on calls, emails, support tickets, direct messages, and other platforms.”
24. What Kind Of Working Environment Would Be Best For You?
“I love working in a busy environment. Being in a busy environment makes me observe a lot of things that may help me in my career. Being creative comes from a busy environment where a lot of activities are taking place. This would be my best working environment. Also, when everyone is busy, there is psych to work hard in everyone’s field.”
25. Where Do You See Yourself In The Next 5 Years
“First of all, in five years, I want to look at the work that I have done in this industry and feel proud of my work. My main focus is increasing sales for this company by making sure that customers have an easy time finding items they are looking for. It is with no doubt that displays play a key role in customer satisfaction. That’s what I am determined to do.”
This is a significant role in every company and a fascinating one indeed. You should be able to show politeness while answering questions. Be sure you are smart in dressing and answer the questions with a lot of confidence. All the best.