INITIAL INTERVIEW Q&A (BPO)
TELL ME ABOUT YOURSELF
Again, my name is Sheila and I have a strong background in
customer service and administrative support. I recently
worked as a Back Office Support Specialist at Foundever Asia
from May 2022 to January 2024. In this role, I was responsible
for handling various administrative tasks, including
maintaining and updating customer records, processing data,
and ensuring compliance with service standards. This position
required strong organizational skills, attention to detail, and
the ability to manage multitasks at once.
Before that, I also worked as an administrative assistant at AIE
Trading and Services, where I improved document
organization, managed supplies handled office
communications, and analyzed performance and sales data. I
also worked as a Census Enumerator with PSA, where I
conducted interviews, collected data, and ensured accuracy in
census records.
Additionally, I served as a Document controller at Standard
Insurance, on my OJT in college, assisting with compliance
documentation and supporting the quality assurance team.
I studied BSBM – Marketing at CVSU Silang Campus which
helped me develop my interpersonal and analytical skills. I am
dedicated to promoting lasting customer satisfaction by
delivering quality service and unparalleled support. I am
confident that my experience and skills align well with the
requirements of this role, and I am eager to contribute to
your team's success.
DAY-TO-DAY DUTIES OF CALL CENTER AGENT
A call center agent handles customer inquiries, troubleshoots
issues, and could also sometimes sell products and services
depending on the brand’s needs. They also just do not
address concerns but they make sure that each interaction is
as positive as it could be because it reflects the image of the
brand. That means that it is very important for them to be
attentive, to be calm, and tech-savvy enough to navigate the
tools and software needed to help the customer.
HOW TO HANDLE STRESS OR HANDLE CHALLENGING
CUSTOMER
Well for me, I always thought of handling difficult customers
as a sort of friendly debate. The goal is not about winning but
more about understanding the other person’s perspective,
putting yourself in their shoes, and then coming up with ways
how to cooperate with the other person, I think, I would
approach customer service that way.
HOW DO YOU HANDLE FEEDBACK AND CRITICISM
Feedback for me is like a roadmap. It shows where I am now
and where I need to go. So as long as it’s constructive I truly
appreciate it and I would welcome it because it helps me
grow and improve.
Why we should hire you?
You should hire me because I bring a strong background in
customer service and administrative support, which directly
aligns with the needs of this role. At Foundever Asia Inc., I
successfully managed customer inquiries, resolved
complaints, and maintained accurate customer records,
demonstrating my ability to deliver high-quality service and
support. My experience at AIE Trading & Services honed my
organizational and multitasking skills, as I managed supplies,
handled office communications, and analyzed performance
data.
Additionally, I have a proven track record of working
effectively both independently and as part of a team,
ensuring seamless operations and contributing to overall
business success. My dedication to promoting customer
satisfaction, combined with my attention to detail and
problem-solving abilities, makes me a valuable asset to your
team. I am excited about the opportunity to bring my skills
and enthusiasm to your company and help drive its success."
Where do you see yourself in five years?
In five years, I see myself growing within the customer service
and administrative field, taking on more responsibilities, and
possibly moving into a leadership role. I aim to develop my
skills further, particularly in areas like team management and
strategic planning. I am excited about the opportunity to
contribute to your company's success and to grow with it.
Why do you want to work in a call center?
I am interested in working in a call center because I thrive in
fast-paced environments where I can utilize my strong
communication skills to assist others. Having worked in
customer service roles in the past, I understand the
importance of providing excellent support and ensuring
customer satisfaction. I am drawn to the dynamic nature of
call center work, where every call presents a new challenge
and an opportunity to help someone in need.
What are your strengths?
I believe my strengths lie in my ability to communicate
effectively, my strong problem-solving skills, and my
dedication to providing exceptional customer service. I also
have strong problem-solving skills, which allow me to analyze
complex situations, identify root causes, and implement
effective solutions. I am highly dedicated to providing
exceptional customer service and ensuring customer
satisfaction. Overall, I believe that my communication skills,
problem-solving abilities, and dedication to customer service
make me well-suited for this role and would allow me to
contribute positively to your team.

What are your weaknesses?

One weakness I've recognized in myself is that I tend to seek

approval from others. While it's important to value feedback
and collaboration, I understand that constantly seeking
approval can sometimes hinder my ability to make
independent decisions or take initiative.

To address this, I've been working on developing more

confidence in my judgment and decision-making abilities. I've
been actively seeking opportunities to take on projects where
I can exercise autonomy and trust in my expertise.

Additionally, I've been practicing mindfulness techniques to

become more aware of when I'm seeking approval and to
redirect my focus toward self-validation and confidence-
building. I've found that by acknowledging and addressing
this weakness, I've been able to cultivate a greater sense of
self-assurance and independence in my work."

Why did you leave your last job?

I left my previous job because I felt that I had reached a point

where I wasn't able to further grow or advance in my role. I
believe that taking on new responsibilities and working in a
different environment will allow me to broaden my expertise
and make a greater impact.

Also, my doctor advised me to prioritize my health and take

some time to rest and recover.

What is your salary expectation?

I appreciate the opportunity to discuss salary expectations.

Based on my experience and the responsibilities of the role, I
am looking for a salary in the range of 25,000 to 30,000 pesos
per month. However, I am open to discussing the specifics
and am more focused on finding the right fit for both myself
and the company.

What kind of training and onboarding process does your

company provide?