BPO & Outsourcing
Your practice track for Customer Service Representative
at Alorica Philippines
What this interview covers
Interviewers for Customer Service Representative roles at Alorica Philippines typically test across 3 areas:
Philippine-specific tips for this role
- ▸ Some candidates might use overly casual Taglish like 'Wait lang sir, check ko' in chat, which lacks professionalism. Instead, write: 'Please give me a moment while I look into this for you.'
- ▸ Many Filipino candidates over-apologize with phrases like 'Sorry po, hindi po kasi...' which can sound unconfident. Instead, acknowledge the emotion professionally: 'I understand this is frustrating, and I'm going to look into it right away.'
- ▸ A common mistake is a vague answer like 'Sinunod ko lang po yung sinabi' without demonstrating understanding. Instead, narrate: 'I followed the process precisely, checking each step to ensure accuracy.'
- ▸ Rushing off the call with 'Okay na po yan, bye!' comes across as rude. Instead, close professionally: 'Thank you for your patience, I'm glad we could resolve this. Is there anything else I can help with?'
All 4 questions in this set
How would you adjust your communication style when assisting a customer via chat versus a phone call?
This question is grounded in the role's confirmed duties of handling calls, chat, and email; employers assess your awareness of how communication differs across channels and your ability to maintain service quality regardless of medium.
What would you do if a customer was angry?
This is a confirmed reported question; interviewers assess composure under pressure and conflict resolution skills essential for handling irate customers in a BPO setting.
Give an example of a time you had to follow instructions.
This is a confirmed reported question; employers want to verify that you can adhere to protocols, which is critical in BPO operations where consistency and compliance are key.
Describe a time when you had to balance efficiency with delivering quality customer service.
This question is grounded in the role's fast-paced environment and performance metrics; employers screen for your ability to manage time and prioritize without compromising the customer experience.