T-Mobile Customer Sales Service Representative Interview Questions

Updated Feb 19, 2015
6 Interview Reviews

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  1. Helpful (1)  

    Customer Service and Sales Representative Interview

    Anonymous Interview Candidate in Springfield, MO
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied online. The process took 1+ weekinterviewed at T-Mobile (Springfield, MO) in February 2015.

    Interview

    Applied online. Uploaded resume and filled out application. Took online skills test. You need 2-4 hours set aside to do this all online. Within 3 business days I received a call to set up a phone interview. 2 days later phone interview. Following week 1:1 interview at call center. Listened to calls and did a mock call where I was the CSR. That evening a request to fill out information on background came via email. I filled it out and 1 1/2 days later they offered me the job. Note: for every year of customer service you have within the prior 5 years of applying you get a higher starting pay. Emphasize that in your resume and interviews.

    Interview Questions

    Negotiation

    Be positive, outgoing, energy! Come with a resume and sell yourself.

  2.  

    Customer Service & Sales Representative Interview

    Anonymous Interview Candidate in Chattanooga, TN
    Accepted Offer
    Positive Experience
    Difficult Interview

    Application

    I applied online. The process took 3 weeksinterviewed at T-Mobile (Chattanooga, TN) in March 2014.

    Interview

    Applied online through the T-Mobile website. Got a call back about a week later and answered some pre-interview questions over the phone. Was invited to "A Day In the Life" where you see a presentation about the company, position, and benefits and then go sit with a rep to listen to actual calls. Was then sent an e-mail to choose my interview date.

    It's a behavioral interview so the questions are like "Tell me about a time when..." and they are looking for specific examples from your past work history so it's best to practice at home first. They use the S.T.A.R. method: state the SITUATION/TASK, explain what ACTIONS you took to handle it, and tell the RESULTS.

    After the questions, I was left alone and given 10 minutes to study a paper about a mock company (you are not required to memorize it though). Then, the interviewer called me from another room acting like an actual customer calling to cancel service and I was expected to convince her not to cancel and present her with different options more suitable.

    She came back in the room and asked if I had any limitations on my schedule and said they were going to run a background check which took about 7 business days to complete. Then they called me with the job offer. I start in a week!!

    Interview Questions

    • 1) Name a time you had an irate customer. What techniques did you use to calm him down and what were the results?

      2) Name a time you disagreed with a policy put in place by your supervisor/company and how did you handle it?

      3) Name a time you received criticism from a supervisor/co-worker and how did you improve from it?

      4) Why do you want to work for T-Mobile?
       
      1 Answer
  3. Helpful (1)  

    Customer Service and Sales Representative Interview

    Anonymous Employee in Bellingham, WA
    No Offer
    Negative Experience
    Easy Interview

    Application

    I applied online. The process took a weekinterviewed at T-Mobile (Bellingham, WA) in December 2012.

    Interview

    -Applied online: Starts out standard enough, with basic info, experience, etc... After completing, you are prompted to complete a 'video-game' involving a virtual call-center interface with mock customer calls. After that, you are asked to complete an 'agree-disagree' personality assessments. In all, expect to spend about 1.5-2.5 hours in this part of the process.
    -Call from HR agent: A light interview with a friendly (but somewhat insincerely-chirpy) person, after which an in-person interview is set up.
    -Face-to-face: After checking through 'security' you will be prompted to listen to about 30 minutes of customer calls BEFORE you even speak to the interviewer. After a good 15 minutes of waiting, she finally makes it out to greet you. She wore a smile, but seemed rushed and insincere. Absolutely no pleasantries, she jumped straight into asking the same generic, asinine 'personality/ experience' questions that are asked at just about every corporate interview the world over! After answering several questions with very parallel answers, you are escorted to the security lobby and told to "expect a call or email in a day or two." A generic interview process for a generic company.

    Interview Questions

    • Frankly, I was not expecting to be asked "How do you solve a complex problem," "How do you deal with a stressful situation," and "What was a specific time you had a stressful situation," all consecutively. Why not present an unsolved problem and ask how it would be solved, rather than requesting I recall several experiences with the same outcome! I nearly left the interview at that point!   Answer Question
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  5.  

    Customer Service and Sales Representative Interview

    Anonymous Interview Candidate in Nashville, TN
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied online. The process took 2 weeksinterviewed at T-Mobile (Nashville, TN) in December 2012.

    Interview

    Applied online and completed assessment. Then was emailed to schedule interview at call center location.When arrived someone brought me into call center and have me sit next to a rep working and listened to calls. Then was later brought in for interview. Standard questions..why do you want to work for Tmobile. Scenario questions.

    Interview Questions

    Negotiation

    n/a

  6. Helpful (1)  

    Customer Service Representative/Sales Representative Interview

    Anonymous Interview Candidate in Chattanooga, TN
    Accepted Offer
    Neutral Experience
    Difficult Interview

    Application

    I applied online. The process took 1+ weekinterviewed at T-Mobile (Chattanooga, TN).

    Interview

    The type of interview you can expect is situational. That means, you will be asked questions that start with "Tell me about a time . . . " To successfully navigate these questions, you will need to have several "stories" about situations you encountered at past jobs. When answering the questions, think S.T.A.R Situation or Task (what happened), Actions (what you did) and Results (what was the outcome).

    The things you will be asked about are times when a customer was angry and took it out on you (normally this is verbally), how you receive feedback, how you responded when you got feedback you disagreed with, and how you decide what you will present by way of sales, to a customer. (This is key because T-Mobile has moved to a sales to service culture).

    Good luck!

    Interview Questions

    • Tell me about a time when you did not meet metrics or goals. What did your supervisor do/say. What did you do in response and the final outcome.   Answer Question

    Negotiation

    I used my customer facing experience to start at the top hourly rate, $14.00 per hour instead of the lower rate $12.00

  7.  

    Customer Service and Sales Representative Interview

    Anonymous Interview Candidate in Springfield, MO
    Accepted Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. The process took 3 weeksinterviewed at T-Mobile (Springfield, MO) in October 2010.

    Interview

    Applied online then I was e-mailed a link to take an online assessment. After passing that I had a short phone interview with basic questions. Finally was a one on one interview on site with about 20 min listening to a sales rep on the phone. offer on the spot

    Interview Questions

    • nothing difficult just basic questions about previous experiences   Answer Question

    Negotiation

    no negotiations

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