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Oil & Gas / Energy
Your practice track for Customer Service Representative
at Shell
Entry levelEntry → Junior4 questions
What this interview covers
Interviewers for Customer Service Representative roles at Shell typically test across 3 areas:
BehavioralTechnicalCultural Fit
Philippine-specific tips for this role
- ▸ A common mistake is slipping into apologetic Taglish like, "Pasensya na po, ma'am, may problem po kasi..." Instead, keep it concise and solution-focused in English: "I understand the issue, and here is how I will help you."
- ▸ Saying 'Ma'am, may app naman po tayo, dun na lang kayo mag-check' can sound dismissive and pushy. Instead, present it as an upgrade: 'You can view your bills anytime through our app; let me show you how easy it is.'
- ▸ In high-pressure moments, some Filipino agents might adopt a casual tone like "Wait lang po, sir, ha?" which undermines professionalism in B2B. Keep it formal: "I'm looking into this now and will provide a detailed update within 30 minutes."
- ▸ Mixing Filipino or filler words like 'po' and 'ma'am/sir' into English when writing can confuse international customers who might not understand the cultural nuance; stick to one language per conversation and keep it uniform.
Sample questions
Can you describe a time when you resolved a customer's issue entirely through a written channel, such as chat or email? What steps did you take to understand and solve the problem?
EntryBehavioral
Can you share an experience where you encouraged a customer to use a self-service option instead of solving the issue for them directly? How did you guide them toward adopting the tool?
JuniorBehavioral