I was initially called via phone by a recruiter who asked several questions. Many of which you would expect from an interview. The experience was great and recruiter was pleasant to speak to. She asked to explain a situation where you were faced with a rude customer since the job does entitle dealing with some difficult customers at times. If all goes well with the phone interview, the recruiter will set up an in person interview. That interview took place with two customer experience managers. It could be a one-on-one interview or an interview with several managers depending on who needs to fill a vacancy. The interview was fairly easy and very relaxed. They may ask you what you know about the company (in general) so make sure to do some research.