Airline customer service representatives work in a challenging profession, where they are tasked with assisting customers in a venue in which uncontrollable delays are often the norm. The role requires individuals who have a calm demeanor, problem-solving abilities and a willingness to work with a broad range of personality types during an average workday. Typical job interview questions will seek information as to how well you handle stress and pressure; what your customer service philosophy consists of; and, how you multi-task effectively under often hectic conditions.
General Interview Questions
Your interview as a customer service airline representative will likely start with standard queries related to your experience, your education and your approach to customer care. In addition to learning about you, the hiring manager will also pay attention as to how well you present yourself; what your communication style is like; what your style of dress consists of, and how your overall demeanor reflects who you are. Since the position works directly with the public and it serves as an ambassador for the airline, it is critical to be articulate, well-groomed and pleasant during the conversation.
Knowledge of the Company
Airlines want to know how much you know about the industry, particularly about their carrier. You can prepare for these questions by doing some online research. Familiarize yourself with the airline carrier’s main routes, its corporate messaging and its history. Be prepared for questions, including these below:
- Why do you want to work for this airline?
- What do you like most about this company?
- How do you see yourself fitting into the corporate culture of this organization?
Interview Questions Based on Role
An airline customer service representative may work in a variety of capacities, depending on the specific assignment. For example, customer service agents who work with online or phone customers are tasked with helping customers find the most affordable, convenient flights; making seat and meal selections and trouble-shooting connecting flights that leave little time between flights. Airline customer service representatives may also handle billing matters. In-person gate representatives and ticket agents are charged with the same services, in addition to keeping customers apprised of delays and changes; making accommodations for seat changes and mobility needs; and, answering questions about departure and arrival times. Typically, interview questions will focus on how you interact with customers; how you solve problems, and how you ensure smooth operations. Examples:
- How do you handle situations in which unavoidable delays result in unhappy customers?
- How
do you maintain a professional attitude when a customer disagrees with you or refuses to follow established travel rules and regulations?
- How do you prioritize tasks in a continually changing environment?
Open-Ended Questions
In a customer-focused role, you may be asked to describe how you have previously handled certain scenarios. The interviewer is attempting to determine how your previous behaviors might be an asset or a liability, if you are hired. For example:
- Tell me about a time when you overcame a language barrier with a customer.
- Describe a heated incident in which a customer became belligerent, and how you diffused that situation.
- Outline a situation in which you used creative problem-solving methods to successfully resolve an issue with a customer.
At the end of your interview, thank the hiring manager for her time, and follow-up with a letter of thanks to demonstrate your professionalism.
3 :: What did you dislike about your old job?
Try to avoid any pin point , like never say “I did not like my manager or I did not like environment or I did not like team” Never use negative terminology. Try to keep focus on every thing was good As Airport Customer Service Agent , I just wanted to make change for proper growth.
4 :: Explain what are your weaknesses As Airport Customer Service Agent?
Red flags: This is the peanut butter to the previous question’s jelly. Again, everyone should expect it, so it's a bad sign if someone seems totally unprepared, or gives a stock answer like, "I'm a perfectionist." Also, of course, candidates crazy enough to blurt out some horrible personality trait should go in the red flagged pile.
Good answer: Candidates should talk about a real weakness they've been working on improving. For instance, they're not good at public speaking, but they've been taking a course to help them improve. Or maybe they feel that they're easily distracted when working online, but have installed software that helps them stay on task. Answers like these show a desire for improvement, self awareness and discipline.
6 :: What is your personal mission statement?
Is it to conquer the world? Is it to become a CEO? Is it to give back to the community? Is it to inspire others? Define your statement by stating a clear vision of how you want to make an impact on the world with your work.
7 :: Can you tell me a little about yourself?
This question seems simple, so many people fail to prepare for it, but it's crucial. Here's the deal: Don't give your complete employment (or personal) history As Airport Customer Service Agent. Instead give a pitch—one that’s concise and compelling and that shows exactly why you’re the right fit for the job. Start off with the 2-3 specific accomplishments or experiences that you most want the interviewer to know about, then wrap up talking about how that prior experience has positioned you for this specific role.
8 :: Do you know anyone that works with our company?
Sometimes companies have policies relating to the hiring of individuals related to current company employees. If you are related to anyone working for the company make sure you're aware of company policies before you enter the interview. If you have a friend or acquaintance working for the company make sure have good relationship with this individual before mentioning them.
10 :: What is your greatest professional achievement?
Nothing says “hire me” better than a track record of achieving amazing results in past jobs As Airport Customer Service Agent, so don't be shy when answering this interview question! A great way to do so is by using the S-T-A-R method: Set up the situation and the task that you were required to complete to provide the interviewer with background context (e.g., “In my last job as a Airport Customer Service Agent, it was my role to manage the invoicing process”), but spend the bulk of your time describing what you actually did (the action) and what you achieved (the result). For example, “In one month, I streamlined the process, which saved my group 10 man-hours each month and reduced errors on invoices by 25%.”
11 :: What kind of car do you drive?
The only time this might matter is if the job requires a certain type of car because of the responsibilities. For example, if you need to load a lot of construction materials into your car, you'll probably need a truck.
13 :: How would your boss and co-workers describe you?
First of all, be honest (remember, if you get this job, the hiring manager will be calling your former bosses and co-workers!). Then, try to pull out strengths and traits you haven't discussed in other aspects of the interview As Airport Customer Service Agent, such as your strong work ethic or your willingness to pitch in on other projects when needed.
14 :: Describe your work ethic?
While discussing this, be sure to stress specific examples of what you bring to the company. Good qualities include resolve to fulfill job responsibilities, optimism, and a desire to be as efficient as possible while at work.
18 :: How well do you perform under pressure?
This is a fair question, as potential employers want to know if you're going to be able to get the job done even when things get a little bit stressful. You may say that you thrive under pressure or that you're able to get the job done even when things get a little bit stressful, just make sure to provide some real world examples of your ability to work under pressure in a prior job.
22 :: What is your greatest strength As Airport Customer Service Agent?
This is your time to shine. Just remember the interviewer is looking for work related strengths As Airport Customer Service Agent. Mention a number of them such as being a good motivator, problem solver, performing well under pressure, being loyal, having a positive attitude, eager to learn, taking initiative, and attention to detail. Whichever you go for, be prepared to give examples that illustrate this particular skill.
23 :: How do you evaluate success As Airport Customer Service Agent?
I evaluate success As Airport Customer Service Agent in different ways. At work, it is meeting the goals set by my supervisors and my fellow workers. It is my understanding, from talking to other employees, that the Global Guideline company is recognized for not only rewarding success but giving employees opportunity to grow as well.
24 :: If you look at a clock and the time is 3:15, what's the angle between the hour and the minute hands?
Usually, if the answer to a brainteaser seems too easy, chances are the answer's wrong. And in this case, the answer is not zero degrees. The hour hand, remember, moves as well. That is, in addition to the minute hand. And so, at 3:15, the hour hand and the minute hand are not on top of each other. In fact, the hour hand has moved a quarter of the way between the 3 and 4. This means it's moved a quarter of 30 degrees (360 degrees divided by 12 equals 30). So the answer, to be exact, is seven and a half degrees (30 divided by four).
25 :: Did the salary we offer attract you to this job?
The interviewer could be asking you this question for a number of reasons. Obviously, the salary is an important factor to your interest in this job, but it should not be the overriding reason for your interest. A good answer to this question is, “The salary was very attractive, but the job itself is what was most attractive to me.”
26 :: What differentiates this company from other competitors?
Be positive and nice about their competitors but also discuss how they are better than them and why they are the best choice for the customer. For example: "Company XYZ has a good product, but I truly believe your company has a 3-5 year vision for your customer that aligns to their business needs."
27 :: How do you feel about this company's vision?
First find out where the company envisions itself in 3-5 years. If you can't find the vision of the company, that's probably a big question mark on the company itself. Once you do, identify how those company's visions align to your personal values and goals and then articulate how tightly correlated that is to the interviewer. For example - this company wants to be the #1 provider of green technology in the world and I feel strongly about that vision because we've got a chance to collectively impact the world to become a greener society and save our clients at the same time!
28 :: What will your ramp time be before you become a meaningful contributor?
Companies want staff that can ramp quickly, but also want people who are realistic. So take into consideration how intense the job is and then give a good answer. For example, if you have simple responsibilities that don't require a huge development curve, then your ramp time will probably be shorter. If it's a complex set of skills that you need to develop, then your ramp time could be longer - the key is you have to explain why you believe that ramp time should be.