Working in Customer Services can be a great career choice however you will need to have a great answer ready if asked why have you chosen Customer Services as your career.

In this post we take you through the top reasons plus walk you through some of the most common customer service interview questions.

What is it about the customer service sector that appeals to you the most? It could be that you think you might enjoy a more customer-focused position, you consider yourself a people person, or could be something else entirely.

Whatever it is that attracts you to the world of customer service, you may well be asked this question at some point during your efforts to start a career in this area.

Companies and recruiters ask questions like this because they want to get a feel for your sincerity and commitment to a given role.

There are a lot of challenging opportunities available in customer service

In the UK there are a lot of opportunities in the world of customer service, both in terms of the industry involved and in career advancement – from entry-level to upper management.

The more obvious customer service jobs include:

• Barista
• Call Centre Operator
• Shop Assistant
• Personal Shopper
• Banking Customer Service Adviser

Other, not so-obvious, roles could be:

Customer Service Representative: A CSR will interact with customers to process orders and provide information about the company’s products and services.

Specialist (Mid-Level): Specialists work one-on-one with customers and may have additional subject matter expertise that helps them handle any possible escalations.

Team Leader (Mid-Level or Managerial): Team leaders supervise individual team members and work with their own book of customers.

Manager (Managerial): Managers typically support a whole team or department, providing training, setting goals, and improving operational efficiency.

Director (Executive-Level): In customer service, a director drives the mission, vision, and strategy of customer service, communications, and experience.

Some other establishments may also classify certain roles as being customer service based, such as hotels (receptionist, concierge etc.).

How to answer this interview question – why choose a career in customer service?

This is one of the most common customer services interview questions and is almost certain to be asked at some stage whether at application or interview. Here are a few alternative but similar interview questions that you might be asked:

• What attracts you to a career in customer service?
• What makes you want to pursue a role in customer service?
• Why have you decided to apply for a customer service job?

What a recruiter or interviewer wants to know, when they ask this question, is your commitment to the role and what you expect for your career progression. This is especially true for management positions, Team Leaders included.

It can be tricky answering these types of questions and there invariably the ones that applicants dread the most. But fear not, here are some reasons why you might want to pursue a career in customer service and they may also help you to prepare your answer to the above question.

Interpersonal skills: Working in customer service allows you to hone your communication and people skills as you interact with different individuals daily.

Problem-solving: It provides an opportunity to develop problem-solving skills as you’ll often be tasked with finding solutions to various customer issues.

Job satisfaction: There’s a sense of satisfaction that comes from helping others, making customer service a fulfilling career choice for many.

Career opportunities: Customer service roles can be found across multiple industries, providing varied job opportunities and the potential for career growth.

Transferable skills: The skills you acquire in customer service are highly transferable, making it easier to transition into different roles or industries in the future.

What are the most important responsibilities of a career in customer service?

Another potential interview question and one designed to see how aware you are of what is involved in customer services jobs.

When answering show that you know that the responsibilities that come with a career involved in customer service can vary depending on the individual role and the industry it is in. That said, some common responsibilities are typically associated with customer service roles, such as these:

• Delivering Information: A person in customer service is usually the first point of contact between a customer and a business, providing general product and service information.
• Answering Queries and Concerns: One of the most important responsibilities in customer services is to answer questions or concerns a customer may have about the products or services provided.
• Processing Orders and Transactions: Customer service representatives receive and process incoming orders for products or services (this can be in person, by phone or email among others). They may also process returns and refunds, exchanges, or cancellations.
• Managing Incoming Calls and Customer Service Inquiries: This includes addressing customers’ questions about products and services and processing payments or returns.
• Generating Sales Leads: Customer service representatives often identify and assess customer needs to achieve satisfaction, which can lead to generating sales leads that develop into new customers.

What skills do you bring which are essential for a career in customer service?

A successful career in customer service requires a variety of skills. Here are some key ones:

• Effective verbal and written communication is vital. You should be able to convey information to customers and understand their needs.
• Listening skills are important and to actively listen to customers to understand their problems and needs.
• Being able to empathize with customers and their situations can help you provide better service and solutions.
• You will need problem-solving skills because you’ll often need to think on your feet and come up with effective solutions to customer issues.
• Dealing with customers, especially those who are upset or frustrated, requires a lot of patience.
• Understanding the products or services your company offers is essential to answering customer queries effectively.
• Customer service roles often require handling multiple tasks at once, such as talking on the phone while inputting data into a system.
• You’ll likely be part of a larger team and will need to work well with others to provide the best customer service.
• Depending on the role, you may need to use customer relationship management (CRM) systems, live chat software, or other technical tools.
• Dealing with difficult situations or customers can be challenging. Being able to bounce back and maintain a positive attitude is important.

Why do you think you will enjoy a career in customer service?

Another interview question aimed at discovering just how suited you think you are to a career in customer services. When answering you should highlight the skills that you bring but also the enthusiasm you have for working with people, customers and your team.

Customer service roles can be found across multiple industries, and the people who are likely to enjoy a career in customer service often have the following characteristics.

• People Skills: They enjoy interacting with different types of people and can handle difficult customers with patience and grace.
• Communication Skills: Those who enjoy customer service are good listeners and can convey information to customers.
• Problem-Solving Skills: The ability to identify a problem and find a solution.
• Empathy: Are you able to understand and share the feelings of others? This helps in resolving issues and providing a positive customer experience.
• Adaptability: Being comfortable with change and adapting to different situations and customer needs.
• Resilience: Are you able to handle stress and pressure, and can you bounce back from difficult situations?
• Attention to Detail: Pay close attention to details to make sure that customer needs are met and nothing is overlooked.

Keep in mind that these are general traits and the specific skills and personality traits needed may vary depending on the specific role and company. It’s also important to note that many of these skills can be developed and improved over time. Keep in mind you may be asked competency based interview questions and you can learn more about them here.

What qualifications do you need to apply for a career in customer service?

In the UK, the qualifications for a career in customer service can vary depending on the level and type of role and the industry it is in. That said, here are some common qualifications and requirements:

Education level

The majority of customer service positions require a secondary school education and some familiarity with computers. You will likely also need GCSEs with satisfactory grades in maths and English, with ‘satisfactory’ usually meaning at least a C.

Experience

Some customer service roles may require previous work experience in similar positions, which can be picked working as a volunteer in a charity shop (for example). More senior positions could require hold bachelor’s degree or several years of relevant experience – usually relevant to the industry more than the role itself.

Professional Education

There are professional qualifications that recognise excellent customer service skills, knowledge and behaviours. For example, the NVQ Certificate/Diploma in Customer Service is for anyone who works in a customer-facing role. These qualifications cover levels appropriate for learners at any stage of a career in Customer Service.

For a Level 3 NVQ, you must be at least 16 years old and for Level 4 you should be at least 18. It is worth noting there is no real upper age limit for these qualifications.

Remember, education and qualification requirements can vary between employers and job roles, so it’s always a good idea to check the specific requirements for any job you’re interested in.

How do I apply for a career in customer service?

Customer service jobs are among the most advertised positions in the UK, so finding suitable ones to apply for isn’t difficult. For example, you could head to the website of the company you are interested in and see what positions are open, these are usually found under “careers” or “work with us”, or variations of that kind of thing.

Failing that, most recruitment agencies will have customer service roles and there are plenty of general recruitment websites like Indeed.com as well.

Do your due diligence and research the position/company you want to apply for/to

If you have found what seems like the ideal role and with the ideal company, learn all you can about it and the company. This will help you decide if you want that position after all, and if that is the type of company you would like to work for.

Get your application prepared

Make sure you have some quiet time to prepare your application. The majority of employers require you to include a cover letter and a CV with your application form.

You should use this as a chance to make that great first impression. Highlight your qualifications and experience if you have any, and emphasize your eagerness to work in a customer-focused role.

When you have completed your application, go through everything again to make sure that you have not made any mistakes and that everything makes sense.

The application process

The application process for customer service roles is usually very straightforward:

• Look for a position
• Write your cover letter and prepare your CV
• Complete an application form and submit

From here your application will be put through the company screening process and if they think you may be suitable, then they may invite you to an interview.

After the interview there will likely be some checks, usually just to check your eligibility to work in the UK and your references. If everything comes back fine, and your interview went well then the next step is a job offer and an onboarding session.

The onboarding is where you learn more about the role and company, and possibly some training to get you ready for your first full day. Since customer service roles can be found in just about every single industry in the UK, there is no shortage of variation, challenges and opportunities to progress.

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About the Author | Andrew Reed

Experienced interview coach with Anson Reed and co-author of the bestselling interview guide Top Answers to 121 Job Interview Questions. With over 20 years experience of recruiting and leading large teams Andrew is well placed to know just what is required to secure a job offer.