Introduction

My name is Ernesto Dela Peña, 26yrs old living in Antipolo City.

I do have a Call Center experience but it was in a local account, I
handled inbound and outbound calls but mostly outbound calls
because it was also a sales account. We offered cash loan to an
existing client of the company and answered some inquiries.
Sometimes we also did some troubleshooting. I also have an
experience dealing with customer face to face because I used
to work in a retail store for 2 years as a Cashier and Store Crew
which means I was responsible for everything in the store from
receiving the deliveries, interacting with customer and
processing the payment.

Why you left your most recent job?

To be honest I left because I could not stand to keep talking for
a long hours and I nearly lost my voice, and also that’s why I’m
applying for a non voice position.

Why do you quit in retail store?

I left for two reasons, first I was looking for another

opportunities where I could learn new things that will help me
grow and improve myself and second I was looking for a higher
salary because you know our basic necessities is getting
expensive.

What’s your idea of an Excellent Customer Service?

My idea of an excellent customer service is when you go an
extra mile in making sure that the customer is happy and
satisfied with a company’s products or services. It also involves
providing service to a customer in a timely and pleasant
manners.

What is customer service for you?

Customer service means providing excellent assistance and

support to customers. It involves actively listening to their
needs, offering helpful solutions, and ensuring their satisfaction
with a friendly and positive attitude.

How to empathize to your customer?

Empathizing with customers involves putting yourself in their

shoes, understanding their feelings and concerns. It requires
active listening, showing genuine care and concern, and
responding with compassion and understanding to create a
connection and address their needs effectively.

What is your strength?

My strength is my ability to work well under pressure and

maintain a positive attitude. I thrive in fast-paced
environments and remain calm and focused, ensuring
efficient and effective customer service.

What’s your edge among the other candidates?

I think my edge among the other candidates lies in my strong
customer service skills, adaptability, and willingness to learn. I
am confident that my dedication and ability to provide
exceptional customer experiences will set me apart from other
candidates.

What’s your idea of a BPO?

In my opinion, BPO is when a company hires another company

to do certain tasks for them. It’s like getting help from an
outside team to handle specific parts of the business, like
customer service or data entry. This way, the company can
focus on what they do best while relying on experts to take
care of other important tasks.

Why do you want to work here?

I want to work here because I did some research, and I learned

that this company really trained and values employee very well.
So I apply here not only because I want a job but because I
know that your company deserve a thousand hardworking and
determined employees.

What makes you qualified to work in a BPO?

My experience in the retail store has provided me with a strong

foundation in customer service. I understand the importance of
delivering exceptional customer experiences, resolving issues,
and maintaining a positive and friendly demeanor. I have
developed effective communication skills and the ability to
work well under pressure and ensuring customer satisfaction.
And I believe this qualities makes me qualified to work in a BPO
industry.

Why do you want to work in a BPO?

I want to work in a BPO because it’s one the leading industry

here in our country that offers career development and
advancement opportunities. And I also want to learn new
things and a better salary.

What makes a good call center agent?

To be a good call center agent you need to have an empathy,

because Empathy is very important quality of a successful call
center agent. Because a happy and friendly approach to listen
and understand the caller’s problem can go a long way to build
and foster a healthy relationship with them.

How do you handle stress?

When I get stressed, I’ve found that the best motivator is to

remember the end result I’m working towards. When I’m
working on a challenging task, I sometimes will take a step back
and remind myself of my goals. This helps me stay positive and
work to my fullest potential.
How do you react to criticism?

I believe that criticism is an opportunity for growth. I welcome

constructive feedback and use it to learn from my mistakes,
improve my skills, and become better at what I do.

Where do you see yourself 5 years from now?

It’s hard to tell and I don’t want to sound too ambitous but I
would love to be in a higher position where I could use my skills
to impact the company postively but as to what expertise is I
cannot really tell for now but I definitely see myself in a BPO
industry 5 years from now.

How do you handle irate customers?

For me, the best way to handle the irate customer is to be

polite no matter how irate they are. I always to stay calm and
understanding when I’m talking to them. I always let them feel
that I’m into them, that I agree and understand their reactions.
And also, I always give them an assurance that I’m not going to
let them go unless I successfully help them with their concern.

If you’ll fail in this interview, what do you think is the reason?

If I don’t pass this interview, I think that because I probably

lacked of some qualities that was needed for the position. I’ll
treat this interview as a lesson and will practiced more till I can
be qualified in the future.
What can you contribute to the company?

I can contribute my skills, dedication, and enthusiasm to the

company. I am eager to work hard, learn, and make a positive
impact on the team and its success.

Why should we hire you?

You should hire me because I have solid customer service

experience, a strong work ethic, and a collaborative mindset,
making me a valuable addition to your company. And if you
give a chance to work here I will do my best and I will try to
exceed your expectation on me.

Why should we not hire you?

With a customer service experience, I think there is no reason

why you should not hire me. I am committed, reliable, and
eager to contribute to the success of the company.

What is your favorite color? And why?

My favorite color is Red, because Red is associated with love,

warmth and passion. It also connected with anger, excitement
and other intense feelings. I love it because I’m a kind of person
who always choose Love and always embrace his feelings.

What is your favorite movie? And why?

I recently watch this movie called Bright it was released in 2017.
It’s about an alternate present day where humans, orcs, elves
and other mythical creatures have been coexisting since the
beginning of time. The movie revolves around two police
officers, one is a human, the other is an orc. They embarks on a
night routine patrol when they stumble on a young female elf
that they must protect from the dark lord even when they are
fighting with each other because of their own personal
differences. I love this movie because it sends a message that
no matter who you are, no what race you are, you must always
do the right thing to protect the others.

What was the harderst experience you had with a customer?

There’s this one customer who insisted that she already paid
even if she didn’t, while I was scanning her item she was talking
and asking me random question. I was listening yes but I’m was
still focus to what I’m doing, so after I scan all of her item I’ve
put it in paper bag. And when I asked her for the payment, she
just replied what are you talking about? I already gave you a
1000 peso bill, where’s my change? And of course I was shock
because she didn’t give me any money I was 100 percent sure
of that and so I told her firmly but respectfully that Ma’am you
haven’t given me any money. So she started talking hysterically.
For a moment I don’t know what to do. Because it was
something that I hadn’t really experience with the another
customer but the good thing was I realized that there’s a CCTV
in front of us so I told her Ma’am I don’t want any trouble I’m
not accusing you of anything. How about we have that CCTV
checked so we can confirm whether or not a bill was handled to
me and all of a sudden she gave me the exact amount, grabbed
her stuff and then she just walked out without a word.

What’s the difference between modem and a router?

A modem connects your network to the internet, while a router

manages network traffic between devices in your local area
network (LAN).

What’s the difference between existing and living?

Existing refers to being alive or physically present, while living

implies actively engaging with life, finding fulfillment, and
experiencing meaningful experiences.

What’s the importance of integrity? And how do you apply it?

Integrity is crucial as it builds trust, encourages ethical

behavior, and fosters personal and professional success. To
apply integrity, align your actions with your values, be
accountable, communicate honestly, lead by example, and seek
personal growth.