Sitel is a leading global business process outsourcing firm that offers sales, customer service, and technical support services. If you are eyeing a Sitel position, you will most probably be vetted or assessed by their human resource department to ascertain whether you can thrive in the establishment. To simplify the process, we have gathered common questions in Sitel interviews to aid your preparation. Please take time to review them and brainstorm the best answers. Let’s get started!
1. What Do You Know About This Company?
Currently known as Foundever, Sitel is a global outsourcing company headquartered in Miami, Florida. It was founded as a subsidiary of United Technologies and later bought by James Lynch in 1985, who later renamed it Sitel. The telemarketing company, which went public in 1985, offers technical support, customer service, and outsourced services for large companies. It has over 160,000 employees, a revenue base of close to $2 billion, and is currently present in more than 25 countries.
2. Why Do You Want To Work Here?
Working at Sitel is any telemarketer’s dream. You are a reputable company committed to offering excellent customer service to your expansive customer base, explaining your success over the years. Working here will allow me to obtain extensive skills and experience, improving my career positively. I will also get to collaborate with several hardworking and experienced employees, sharing with them what I have learned over the years and learning from them too. I am willing and ready to give my best to succeed in this role and positively impact the organization.
3. We Need Someone With Extensive Customer Service Experience. Are You Sure You Qualify?
Yes. I have extensive customer service experience thanks to my former roles. I have been in several customer-facing jobs in industries such as retail and hospitality from the onset of my career. I can effectively communicate and deal with different customers, including the most difficult ones, manage difficult situations, and offer timely problem-solving thanks to my experience. I am confident I will do an excellent job if given a chance.
4. In Your Opinion, What’s The Most Important Aspect Of Customer Service?
I believe that the most important aspect of customer service is empathy. I normally ensure customers feel valued, heard, and understood by actively listening to their concerns and offering personalized solutions to their problems. Being empathetic while dealing with customers has helped me build trust and establish long-lasting relationships with them over the years. I am confident that it will also work here.
5. Walk Us Through How You Normally Handle Difficult Customers
I meet all types of customers, owing to the nature of this job. As a customer service professional, I must always remain calm and composed, regardless of the situation. I normally listen to what such customers say to understand their concerns and then work with them to find solutions to meet their needs and resolve the issue. I may also escalate the issue to my superiors or ask a different employee for help if I cannot successfully help the customer.
6. Why Do You Believe You Are The Most Suitable Candidate For This Position?
I have vast experience in sales and customer service that I believe will help me thrive in this position. I have learned how to manage different clients, including the most demanding ones, offer creative solutions, and work with others to achieve common goals. I can also meet targets and deadlines, multitask and resolve conflicts owing to the skills I have obtained over the years. Lastly, I am flexible and easily adaptable to change, which will help me adapt quickly to this environment.
7. What Would You Do If You Didn’t Have A Definite Answer To A Customer’s Questions?
I understand that I may not have all the answers to customer queries, even though my main role is to offer support. I would apologize in such a scenario and request to be allowed to investigate and offer a follow-up as soon as possible. After the call, I would research the issue, reach out to my colleagues, supervisor, or anyone capable of weighing in, and then fulfill my promise to the customer. If it takes longer than expected, I would inform the customer and offer solutions such as a follow-up email or call-back.
8. How Would You Help A Customer Who Is Upset About The Company’s Policy?
I have encountered such customers before, and even though it may be challenging to deal with some, I have always found a way to help them. I normally give them time to express themselves without interruptions, acknowledge their emotions, and clearly explain the reasoning behind the policy by offering relevant information. If possible, I may offer personalized solutions that can work for them. If not, I would escalate the issue to someone higher in the chain of command better positioned to help them, such as the supervisor or manager.
9. Have You Ever Gone Above And Beyond For A Customer?
Yes. Severally. I once encountered a first-time tourist who didn’t speak English or understand the languages spoken in my work region. However, he spoke fluent Spanish, which I understood since I am bilingual. Seeing that other customer service professionals and tellers were having difficulty helping him, I stepped in and worked on his request. We had a lengthy discussion, where I even recommended some cool places and establishments he could try during his visit. He was extremely grateful, and we have been in contact ever since.
10. We Want Problem Solvers In Our Establishment. Walk Us Through How You Will Solve The Problems You Are Likely To Encounter In Your Work
I normally take time to compose myself, think, and reflect whenever I encounter a problem. While working here, I will take a few minutes to assess the situation, research, and consult with my colleagues and/or supervisor to help develop creative solutions for the problem and then choose the solution with the best possible outcome after weighing the pros and cons.
11. How Would You Prioritize Your Work When Dealing With Multiple Tasks?
Workload prioritization is important in this job, especially when there are several customers or tasks. I normally create a to-do list to prioritize tasks or requests based on their urgency and importance. I also schedule tasks based on the available resources and deadlines, communicate with my colleagues and managers, and track my progress to complete all tasks on time. I don’t over-exert myself as it may negatively affect the quality of my output, which means taking a break to recharge whenever I feel overwhelmed.
12. Can You Work Well Under Pressure?
I understand that this is a high-pressure environment, especially during peak hours. Fortunately, I have worked in call centers and therefore learned to work and thrive under pressure. I can prioritize tasks when necessary and multitask without compromising the quality of my output whenever I have a lot on my plate. Other strategies that help me work under pressure include staying focused and energized, taking breaks to recharge when necessary, maintaining effective communication with my colleagues, and maintaining a positive attitude.
13. We Need You To Be Highly Productive, Which Requires Maintaining An Excellent Work-Life Balance. How Do You Normally Go About That?
I maintain a proper work-life balance by fully focusing on my work during work hours and then taking time to indulge in what I love outside work. I occasionally work out or hang out with friends or colleagues, prioritize self-care through proper dieting and enough sleep, and engage in different hobbies and enjoyable activities. For example, I organize hiking expeditions and other adventures with my friends every two weekends to help us rewind and prepare for the next week or take long drives over the weekends.
14. Have You Ever Worked With A Difficult Colleague? Tell Us About Your Experience
I once encountered an uncooperative and unresponsive colleague in a former role who almost made my work life unbearable. Instead of endlessly confronting him or choosing the easier way out by escalating the issue to the supervisor, I professionally engaged him. Through open and honest communication, I understood his perspective and worked with him to find a way of working together more effectively. Our working relationship improved drastically, and so did our collaboration on projects.
15. How Will You Balance Customer Satisfaction And Company Policies?
Even though customer satisfaction is a top priority for every customer service professional, it is important to comply with company policies and procedures in all undertakings. To strike a balance between the two, I intend to offer personalized solutions compliant with company policies and procedures when addressing my customers’ needs and concerns. I will also maintain effective communication with the customer and relevant compliance departments when working on solutions.
16. How Would You Help A Customer Facing A Technical Issue?
I am happy to report that I have helped several customers solve technical issues with products and services. I normally listen to their concerns carefully and ask for clarifications to understand their issue. I then check the appropriate troubleshooting steps offered by the company and slowly guide them until the issue is resolved. However, if the issue is technical, I escalate it to the technical team, which is better positioned to offer further assistance.
17. How Would You Deal With A Language Barrier When Working With A Customer?
If the customer has limited proficiency in a language I understand and speak, I would use simple language and clarification questions to understand their needs and concerns. For complex information, I would use diagrams and visual aids to help with communication. However, if I cannot comprehend or speak the language, I would transfer them to a colleague who understands them or use an interpreter service to help with communication.
18. What Would You Do If A Customer Is Unsatisfied With A Product Or Service?
Even though we strive to ensure that customers are satisfied with our products or services, some situations are inevitable. In such a scenario, I would listen to the customer’s concerns without interruption, ask questions to fully understand the issue, take ownership of the problem, and apologize for the negative experience. I would then offer a personalized solution depending on the issue, such as a refund, replacement, or credit, subject to the establishment’s policies, and follow up with the customer to determine whether they are happy with it. I may as well escalate the incident to a supervisor or manager if necessary.
19. How Do You Normally Stay Updated On Industry Trends And Developments
I must stay updated on industry trends and developments to offer top-notch services to my clients and thrive in my workplace. The strategies I normally use include attending workshops and conferences, reading industry publications and trusted journals, attending seminars and workshops, and networking with other customer service professionals and experts. I also take advantage of the different training and development opportunities offered by the company, share knowledge and insight with colleagues and follow industry experts on social media platforms. I am always ready to learn and adapt to new customer service developments and trends.
20. Can You De-Escalate A Tense Situation With A Customer?
I can easily tell that a customer is upset or frustrated just by listening to their voice when on a call, as most of them raise their voices or drastically change their tones. In such a scenario, I would remain calm and professional, acknowledge their frustrations and attentively listen to what they have to say. Depending on the issue and circumstance, I would offer the necessary information, apologize for the negative experience, and offer a personalized solution. I would thank them for informing us about the issue and ensure they are satisfied with the solution at the end of the call.
21. Has A Customer Ever Made An Impossible Request?
Yes. A customer once asked me for something totally against the company’s policies. I remained professional and courteous during the interaction, making her feel heard and valued. I listened carefully to her request, politely explained why it could not be fulfilled and offered an alternative solution, which she accepted. I would have escalated the issue to the supervisor or manager for further assistance had it been necessary.
22. How Would You Handle An Angry Or Upset Customer?
I have dealt with many angry and upset customers in my career, given that this is a full-time client-facing role. I normally remain calm and empathetic when dealing with them and attentively listen to their concerns, acknowledge their emotions, apologize for the frustration or inconvenience, and devise the right personalized solution to their problem. Even though I am happy and satisfied that I manage such issues most of the time, I do not mind escalating them to a supervisor or manager for further assistance when necessary.
23. Walk Us Through How You Would Collaborate With A Team To Achieve A Common Goal
Even though this job mostly calls for independent work, I understand that sometimes I may have to collaborate with a team to achieve a common goal. I would communicate regularly and openly with them, share feedback and ideas and encourage the team members to work on problems and challenges together as well as stay motivated. Other strategies that have helped me collaborate with teams to achieve success in this career include celebrating differences and diversity, building trust and getting to know one another, unified decision-making, and clear goal-setting.
24. How Would You Handle A High Volume Of Customer Calls And Inquiries?
Given that this is a customer service job, I am required to respond to several customer calls and inquiries, especially during peak hours. I would draw from the experience I obtained when working in a call center, where I prioritized calls based on their urgency to offer quick and efficient solutions to customers’ problems. I would also work closely with the team to effectively manage the incoming call volume and meet targets. At the end of the day, I would ensure that all calls and inquiries are answered in collaboration with the support team.
25. We Need Employees Who Can Consistently Offer Excellent Customer Service. How Will You Make That Possible?
I understand the value of consistency in our personal and professional lives; therefore, I intend to consistently offer excellent customer service by observing high standards of respect and empathy, following company policies and procedures, and developing personalized solutions to customer problems and inquiries. I will also seek feedback from colleagues and customers, make necessary improvements, and strive to meet customer expectations. I am confident that I will succeed if given a chance.
With the right mindset and preparation, passing a Sitel interview should be relatively easy. We hope you will impress the interviewer and increase your chances of landing your target role through your responses. Remember to be concise, confident, and honest when answering the interview questions. We wish you all the best!