1- Can you tell me a little about yourself?

My name is YV, and I am 20 years old. I would describe myself as a reliable and enthusiastic person. I
like working hard, learning new skills, and helping others. I always try to stay positive and do my best in
everything I do.

I have experience in customer service. I worked at a drugstore for about two years, where I helped
customers and solved problems. I also worked for a company called TuBoleta, where I talked to people
from different places and gave them support.

2- Why are you interested in this position?

I’m interested in this position because I enjoy solving problems and making customers feel heard and
valued. I’m patient, a good listener, and enjoy working through problems to find the best
solutions.Working in a call center is a great opportunity to use my communication skills and help people
in a professional setting.

3- What do you know about our company?

I know that your company is known for its excellent customer service and i’ve also heard that it’s a
great place to work because you provide opportunities to grow, and promote good values. So, I’m
excited about the chance to be part of this and contribute to its success.

4- What are your long-term career goals?

My long-term career goal is to have a stable job where I can keep learning and growing. I wanna be
able to improve my skills, take on new challenges, and become someone the team can rely on. I hope to
build a successful career and contribute to the company's success over time.

5- Why did you leave your previous job?

I left my job at the pharmacy because I received an email notifying me that I had been accepted into
the English Immersion Program. I was accepted into the Jean Piaget Center in Santiago de los Caballeros,
so I had to move. Since then, I hadn't considered looking for a job because I was focused on learning
English. After finishing the program, I have been looking for a job in a call center so I can continue
improving my English while also being able to pay for my university.

What are your greatest strengths?

My greatest strength is resilience. When things get tough, I don’t give up—I keep going, figure out a
way forward, and stay positive. I’ve learned to focus on solutions instead of problems, and I think
staying positive helps me handle challenges better.

What is your biggest weakness?

I’m a bit of a perfectionist. Honestly, sometimes I overthink my abilities and feel like I haven’t earned
my place, even when I’ve worked hard for it. So, I need to remind myself to step back and prioritize
efficiency over perfection. I’ve learned that progress often beats perfection, and I’m practicing balancing
both.

Well, I wouldn’t say I’ve completely changed it yet—it’s a work in progress. But I’ve started reminding
myself to celebrate small wins and recognize when I’ve done a good job. I also try to focus on feedback
from others instead of overanalyzing things on my own. It’s about learning to give myself a little grace,
one step at a time.

Can you tell me about a time you solved a difficult problem at work?

Sure, there was a time at the pharmacy when a customer came in very upset because they had run out
of their medication, and it was an urgent situation. I checked the system and realized the medication
wasn’t in stock. Instead of just leaving it at that, I quickly contacted a nearby branch to check their
availability. Luckily, they had it, and I arranged for it to be delivered to our location. The customer only
had to wait a few minutes, and they left feeling relieved and grateful for the quick resolution.

How do you handle stressful situations?

When I’m in a stressful situation, I focus on staying level-headed. I take a deep breath, prioritize what
needs to be done, and tackle it one step at a time. I make sure not to let the stress cloud my judgment,
and I stay focused on finding solutions. In the end, I see stressful moments as opportunities to grow and
show what I’m capable of.

How do you prioritize your tasks when you have multiple deadlines?

When I have multiple deadlines, I start by listing everything that needs to be done and organizing it by
urgency and importance. I tackle high-priority tasks first, breaking them into smaller steps to make
progress manageable. I also set clear timelines for each task and check in regularly to stay on track. If
needed, I communicate with my team to ensure we’re aligned and nothing falls through the cracks.

How do you deal with difficult coworkers or clients?

I focus on staying calm and professional. If someone is upset or difficult, I listen to understand their
perspective and find common ground. For example, I’ve handled frustrated customers by acknowledging
their concerns, explaining what I can do to help, and following through on my promises. Patience and
clear communication usually help diffuse tension and build trust.

Can you describe a time when you had a conflict with a coworker and how you resolved it?

I once worked with a coworker who had a strong personality and often tried to tell me what to do,
sometimes in a way that felt disrespectful. At first, I struggled with how to handle it because I’m
naturally kind and avoid raising my voice. For a while, I tried to ignore it, but after four months, I realized
I needed to address the issue. I approached her and calmly explained to her that her behavior was
making me uncomfortable and that we couldn’t have a good working relationship unless things
changed. She respected what I said, and our dynamic improved after that. It was a valuable lesson for
me about standing up for myself while staying professional.

What kind of work environment do you thrive in?

I thrive in a supportive and collaborative work environment where people communicate openly. I also
appreciate being part of a team that values feedback and learning. A positive and respectful
atmosphere really brings out the best in me.

Why should we hire you?

You should hire me because I bring a combination of reliability, adaptability, and strong problem-
solving skills to the table. I’ve shown in past roles that I’m dedicated to providing excellent service, even
in challenging situations, and I’m always eager to learn and grow. I believe I can contribute positively to
your team by bringing a strong work ethic, attention to detail, and a genuine commitment to supporting
the company’s goals.

1. How would you handle an angry or dissatisfied customer?

I would remain calm and listen actively to the customer to fully understand their concerns. I believe
empathy is key in these situations, so I would acknowledge their frustration and work to find a solution
that satisfies them. My goal would be to resolve the issue while maintaining a professional and
respectful attitude.

2. What would you do if you don’t know the answer to a customer’s question?

I would be honest with the customer and let them know I’ll find the correct information for them. I
would either consult with a colleague, supervisor, or the resources available, and ensure i follow up
quickly with the right answer.

3. Do you have experience working with customer service software or CRM tools?

I have experience providing customer support and using systems to manage inventory and assist
customers, like the tools I used during my time at the pharmacy. While I may not have used specific CRM
software, I am quick to learn and adapt to new systems.

4. What would you do if a customer insults or disrespects you?

I would remain professional and avoid taking it personally. I would focus on listening to their concerns
and finding a solution quickly. Staying calm and kind would help the customer feel that their problem is
important to me.

5. What do you think is the most important part of providing good customer service?

I believe the most important part is empathy—understanding the customer’s needs and showing them
that you care about resolving their issues. Clear communication and patience to go the extra mile also
play a big role.
What motivates you to work hard?
“I’m motivated by my goal to afford college and continue investing in my education. Since I
recently finished studying English, my intention is to keep improving and learning more every
day. I believe that working hard now will help me achieve both my personal and professional
goals in the future.”
Where do you see yourself in five years?
“I don’t have a rigid five-year plan, but I see myself in a role where I’ve taken on more
responsibility and become someone others can rely on. I like to keep learning and improving, so
wherever I am, I want to be better than I am today.”
How do you handle feedback or criticism?
“I value and accept criticism in a positive way. If someone corrects me, it means I’m doing
something wrong and need to improve. So, I’d try to figure out where I’m making the mistake,
work on fixing it, and from there, it’s just about improving and accepting constructive feedback.”
But if the criticism is negative or unnecessary, I don’t take it personally. I listen, take what’s
useful, and let go of what isn’t.”
Can you describe a time when you made a mistake at work? How did you handle it?
“I once told a customer the wrong price for a medication. As soon as I realized, I corrected it and
apologized. It wasn’t a big deal, but I still felt bad, so after that, I made sure to double-check
before giving prices.”
Have you ever gone above and beyond for a customer?
“One time, a customer came in looking for a pill but had no idea what it was called. Instead of
just saying I couldn’t help, I asked about their symptoms and what the pill looked like. After a
few guesses, we figured it out. They left super relieved, and honestly, it felt nice to help instead
of just sending them away with nothing.”
Can you describe a time when you dealt with a difficult customer?
A customer came in demanding a medication without a prescription and got upset when I told
her we couldn’t sell it that way. She insisted, but I stayed firm while explaining the policy.
Instead of arguing, I suggested that she could talk to her doctor and explain the situation. She
was frustrated, but eventually, she understood and left.
What does great customer service mean to you?
Great customer service means making sure the customer feels heard and their issue is resolved as
smoothly as possible. It's not just about being polite- it's about finding solutions efficiently. A
good experience isn't necessarily one where everything goes perfectly, but one where the
customer leaves feeling like their problem was taken seriously.
How do you handle working under pressure?
I handle working under pressure by staying organized and focused on my priorities.For example,
in my previous role in customer service, I often had to manage multiple customers during busy
hours. I prioritized tasks, communicated clearly, and stayed organized, which helped me deliver
excellent service even under stress.