1) First round is a phone interview where they ask you about your experience, why you chose to apply, and some specific examples from work history (dealing with difficult customer, a time you failed). They also give a situational question. 2) Secong round is a language test by phone (it is a quick ten minute conversation not related to your experience). The in person interview is with a manager from customer service and an HR representative. This is very similar to the phone interview. They ask about your work history and give you situational problems.