Pronto Bpo Customer Service Representative Practice Interview Questions
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Pronto Bpo Customer Service Representative Practice Interview Questions

Here are some practice interview questions + sample answers for a Customer Service Representative job interview at Pronto Bpo.

1

Pronto Bpo is committed to providing high-quality attention and exceeding expectations. Can you share an example of a time you went above and beyond to provide exceptional service to a customer?

Answer Guidelines

The candidate should describe a specific situation where they went beyond the standard procedure to help a customer, demonstrating initiative, empathy, and a focus on exceeding expectations. The answer should highlight the positive outcome for the customer and potentially the company.

2

How do you handle a customer who is very frustrated or upset on the phone? Describe your process for de-escalating the situation while maintaining professionalism.

Answer Guidelines

The candidate should demonstrate active listening, empathy, remaining calm under pressure, and a structured approach to de-escalation. Key elements include acknowledging the customer's frustration, apologizing (if appropriate), not taking it personally, focusing on finding a solution, and maintaining a professional demeanor.

3

The job requires specific technical requirements, including a hard-wired internet connection (Cable or Fiber) and certain PC specifications. Can you confirm you meet these requirements and explain why a stable, hard-wired connection is crucial for this role?

Answer Guidelines

The candidate should confirm they meet the specific technical requirements listed in the job description (Windows 10/11, Intel 8th-11th Gen, 8GB DDR4, 50GB+ SSD, 1680x1050+ primary screen, hard-wired Cable/Fiber internet, USB headset/webcam). They should also explain that a stable, hard-wired connection is crucial for reliable voice quality, preventing dropped calls, minimizing latency, and ensuring a consistent connection necessary for BPO operations and using specific software like Five9.

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