0:00
Good morning. Thanks for taking the time
0:02
to interview with me today. I'm Rachel.
0:04
Nice to meet you, Rachel. Thank you so
0:06
much for this opportunity.
0:07
Can I call you Candace?
0:09
Mhm. Sure, that's how everyone calls me.
0:15
Oh, don't worry. This is just a
0:17
conversation between two people. So, I'm
0:19
going to be asking you questions about
0:21
yourself, about how good of a fit you
0:24
Uh pretty basic questions because this
0:26
is just an initial interview, you know?
0:28
So, just think of this like we're having
0:30
a light chat about yourself.
0:32
I will definitely try.
0:34
Perfect. So, let's start easy.
0:37
Why don't you, of course, tell me
0:39
something about yourself?
0:40
Okay. So, I began my studies in
0:43
communications at Eastern Davao Academy,
0:46
which helped me develop my interpersonal
0:49
and analytical skills.
0:51
Unfortunately, I had to
0:54
step back due to financial challenges.
0:57
But, during my time in college, I
1:00
participated in various group activities
1:02
and even led some of them, which helped
1:05
me hone my communication skills. While I
1:08
might not have completed my degree, I
1:10
believe that the skills I've acquired
1:13
make me a good fit for this role.
1:16
And and why did you consider joining our
1:20
Um a friend of mine who used to work
1:22
here spoke very highly of Quest Chan's
1:25
positive work environment and teamwork.
1:27
And I I I believe that I want to be a
1:31
part of that, especially with my
1:33
background in communications. I know I
1:36
can contribute to the company. And
1:37
honestly, I have been drawn to roles
1:40
where I can directly help people and
1:44
Okay. But, do you have a grasp of the
1:47
day-to-day duties of a call center
1:50
Definitely. So, a call center agent
1:54
handles customer inquiries,
1:56
troubleshoots issues, and could also
1:59
sometimes sell products and services
2:02
depending on the brands needs. They also
2:05
just do not address concerns, but they
2:08
make sure that each interaction is as as
2:11
positive as it could be because it
2:15
the image of the brand.
2:18
So, about schedules, you know, graveyard
2:23
shifting hours, how do you feel about
2:27
Well, I've prepared myself mentally for
2:28
it. I've I've researched a lot about the
2:31
job. I know that this could involve some
2:35
considerable amount of stress, and I'm
2:37
prepared for it. For me, adaptability is
2:39
the key in today's world where
2:41
everything is changing.
2:43
And how would you handle stress or
2:46
handle challenging customers?
2:50
Well, for me, I've always thought of
2:53
handling difficult customers as a sort
2:56
of a friendly debate. Uh the goal is not
2:59
about winning, but more about
3:02
understanding the other person's
3:04
perspective, putting yourself in their
3:06
shoes, and then coming up with ways on
3:11
to cooperate with the other person. So,
3:15
I I think I would approach customer
3:19
Well, that's a refreshing take on it.
3:21
You know, seeing it as a chance to
3:23
connect instead of a hurdle. Definitely
3:26
makes a lot of difference when it comes
3:27
to dealing with customers and dealing
3:29
with stress. But, how would you handle
3:31
feedback or criticism?
3:34
Uh for me, feedback is more like
3:40
It shows where I am and where I need to
3:42
go. So, as long as it's a constructive
3:45
feedback, I really appreciate it.
3:48
And I would welcome it with open arms
3:50
because it helps me grow and do better.
3:53
It's not always easy to hear, but it's
3:56
beneficial in the long run. Good
3:58
perspective. And with the current global
4:00
situation, how comfortable are you with
4:03
a remote work or potential changes to
4:05
the work environment?
4:07
I'm quite comfortable. Um I've set up a
4:10
quiet space at home with my laptop and
4:13
I believe I'm quite tech-savvy enough to
4:16
be able to keep up with the tools, and I
4:20
heard that there's a lot of tools.
4:23
I think I can keep up with it. I believe
4:25
in staying updated and flexible. So, I'm
4:28
confident with my ability to work
4:32
And what about your studies? Any plan to
4:34
resume it in a year or two?
4:37
I've definitely thought about it, but I
4:40
finally decided that I would first work
4:44
for 3 years and then decide what to do
4:47
from there. I feel like at this point,
4:50
the most beneficial step for me
4:54
earn money for a living
4:57
and gain some real-world experience.
5:01
And before we wrap this up, I see here
5:04
in your resume that you worked in a
5:06
local cafe during your college years.
5:09
Um can you tell me a little bit more
5:11
about that experience and how you think
5:13
it prepares you for this role as a call
5:15
center agent? Absolutely. So, at the
5:18
cafe, I managed the front counter. I was
5:21
the one taking orders from customers.
5:23
But for me, it was never just about
5:25
taking orders. It was also about
5:28
adjusting to customers and making sure
5:30
that they get the best experience
5:33
possible. I had to adapt quickly,
5:36
especially during rush hours,
5:38
and also communicate clearly with both
5:41
the customers and the kitchen staff. It
5:44
only lasted for a few months because I
5:46
had to go back to school that was only
5:47
for the summer, but for me it taught me
5:50
patience and the importance of clear
5:53
communication and adaptability. And I
5:56
think these experiences are crucial
6:00
for a call center position.
6:02
Yes, that is definitely a relevant
6:06
And do you have any questions for me?
6:09
Yes, I'm curious. What is the typical
6:12
progression of someone who starts as a
6:16
call center agent in your company and
6:21
climb to a higher position.
6:23
Okay. Well, that's a great question. So,
6:26
agents who perform consistently well can
6:29
move up to become team leads,
6:34
trainers, or move into other departments
6:37
depending on the skills. And the good
6:39
thing is we also have a program called
6:41
Ascend where promising agents have the
6:45
opportunity to receive training for
6:47
whatever roles they're trying to be
6:53
Wow, that's very interesting. Thank you
6:55
so much for explaining that.
6:58
So, Candace, based on our conversation
7:02
you have passed the initial interview.
7:06
Really? Thank you so much.
7:08
Thank you so much for I appreciate this
7:11
My pleasure. So, the next step will be
7:13
Versant and typing speed.
7:16
Uh we have available slots for Wednesday
7:19
9:00 a.m. to 12:00 p.m. Does Wednesday
7:22
9:00 a.m. work for you?
7:23
Yes, Wednesday would be perfect.
7:28
Okay, that's Wednesday 9:00 a.m. And
7:31
again, congratulations for passing this
7:34
Thank you so much, Rachel. Thank you so
7:35
much for giving me a chance.
7:36
If you want to learn the 10 tips on how
7:39
to ace your initial call center job
7:41
interview, continue watching from here
7:43
up to the very end of this video. So, my
7:45
number one tip is to show that you
7:47
understand the job description of a call
7:49
Hey Maria, thank you for coming in.
7:51
Uh before we move forward, I'd like to
7:54
gauge your understanding of the
7:55
industry. Can you describe what you
7:57
believe are the responsibilities of a
8:01
To me, a call center agent is the voice
8:03
of a company or a brand. So, depending
8:06
on the needs of a brand,
