eGigCustomer support and BPO interview questions and answers
Support and BPO interviews test communication, patience and how you handle angry customers. Many include a voice or typing test.
12 questions. Read each one, start the timer and answer out loud as if you were in the room, then open the tip. Nothing is recorded.
How would you calm down an angry customer?
What a good answer covers
Listen without interrupting, apologise for the trouble, restate the issue, give a clear next step and a time.
What does good customer service mean to you?
What a good answer covers
Solving the problem on the first contact, being polite and keeping promises on time.
How do you handle a question you can’t answer?
What a good answer covers
Be honest, find the answer from the right person, and call back when you said you would.
Are you comfortable with night shifts or rotational shifts?
What a good answer covers
Answer honestly. If yes, mention how you manage sleep and travel.
What would you do if you made a mistake on a customer’s order?
What a good answer covers
Own it, fix it quickly, inform your lead and the customer, and note how to avoid it again.
How do you manage targets like call handling time?
What a good answer covers
Balance speed with solving the issue. Mention using notes, templates and knowledge bases.
How do you reply to a complaint by email?
What a good answer covers
Greet, apologise, answer the issue, give the next step and a timeline, and sign off politely.
What is first call resolution?
What a good answer covers
The share of issues solved in the first contact. It matters because customers hate calling back.
What are CSAT and NPS?
What a good answer covers
CSAT is the satisfaction score after an interaction. NPS asks how likely the customer is to recommend you, from 0 to 10.
A customer wants a refund the policy doesn’t allow. What do you do?
What a good answer covers
Explain the policy kindly, offer what you can, and escalate if the case is genuinely unusual.
Have you done chat support? How fast do you type?
What a good answer covers
Share your typing speed and how you handle more than one chat at a time.
Tell me about a time you went beyond to help a customer.
What a good answer covers
A real story with what you did and how the customer reacted.
All 12 questions with answers
1. How would you calm down an angry customer?
Listen without interrupting, apologise for the trouble, restate the issue, give a clear next step and a time.
2. What does good customer service mean to you?
Solving the problem on the first contact, being polite and keeping promises on time.
3. How do you handle a question you can’t answer?
Be honest, find the answer from the right person, and call back when you said you would.
4. Are you comfortable with night shifts or rotational shifts?
Answer honestly. If yes, mention how you manage sleep and travel.
5. What would you do if you made a mistake on a customer’s order?
Own it, fix it quickly, inform your lead and the customer, and note how to avoid it again.
6. How do you manage targets like call handling time?
Balance speed with solving the issue. Mention using notes, templates and knowledge bases.
7. How do you reply to a complaint by email?
Greet, apologise, answer the issue, give the next step and a timeline, and sign off politely.
8. What is first call resolution?
The share of issues solved in the first contact. It matters because customers hate calling back.
9. What are CSAT and NPS?
CSAT is the satisfaction score after an interaction. NPS asks how likely the customer is to recommend you, from 0 to 10.
10. A customer wants a refund the policy doesn’t allow. What do you do?
Explain the policy kindly, offer what you can, and escalate if the case is genuinely unusual.
11. Have you done chat support? How fast do you type?
Share your typing speed and how you handle more than one chat at a time.
12. Tell me about a time you went beyond to help a customer.
A real story with what you did and how the customer reacted.
Before the interview
- Read the job description twice and match two of your examples to what it asks for.
- Keep printed copies of your resume, ID proof and certificates ready, even for online rounds.
- Know your current CTC, expected salary and notice period. Check typical pay in our salary guide, and compare offers with the in-hand salary calculator.
- Genuine employers never ask you to pay for an interview, training kit or joining. Report anyone who does.