Replace the placeholders and review the template against the actual role and local requirements before use.
Customer Support Agent: structured interview Purpose Explore listen carefully, communicate clearly, resolve accurately with the same core questions for each candidate. 1. Tell us about a time you helped someone when the answer was not immediately available. Follow up: What did you do personally? What information did you use? What would you change? 2. Walk us through a task where listen carefully mattered. Look for: a specific example, a clear approach and an explanation of the result. 3. How would you handle a mistake involving communicate clearly? Look for: ownership, checking the impact and a useful correction. 4. What would you need to clarify before starting this work sample? Resolve a delayed-order request using a short shipping policy, then write a clear reply. Look for: relevant questions rather than confident assumptions. 5. What feedback helped you improve resolve accurately? Look for: a concrete change in behavior and reflection on the outcome. 6. Which tools would you use, and what would you verify yourself? Look for: appropriate tool use and accountability for the final work. Scoring guide 1: No relevant example or unsupported claim. 2: Partly relevant evidence, with important gaps. 3: Clear relevant example and a sound approach. 4: Strong evidence, sensible trade-offs and thoughtful reflection. Record evidence before discussing scores. Do not reward similarity to the interviewer. Offer accommodations and avoid questions about protected personal information. Candidate questions Leave time for the candidate to ask about responsibilities, feedback, working arrangements and the next step.