Application & Screening You apply online with your resume. HR or a recruiter reviews it to check for basic requirements: communication skills, customer-facing experience, and availability. Some companies may do a quick phone screening to confirm interest, schedule, and salary expectations. 2. First Interview (Phone or Video Call) Usually with a recruiter or HR. Focuses on your background, why you want the role, and basic customer service skills. Common questions: “Tell me about a time you handled a difficult customer.” “How do you stay calm under pressure?” “What does good customer service mean to you?” 3. Skills or Role Play Assessment Some companies test practical skills. Examples: Typing/accuracy test (for chat/email roles). Phone simulation where you role-play solving a customer problem. Problem-solving exercises like writing a response to a customer complaint. 4. Final Interview (Manager or Team Lead) More in-depth, often behavioral-based. They want to see how you’d fit with the team and handle real situations. You may get situational questions: “What would you do if you didn’t know the answer to a customer’s question?” “How do you prioritize multiple customers at once?” 5. Offer & Onboarding If successful, you’ll get a job offer. Onboarding usually includes customer service training, product knowledge, and company systems.