BPO & Outsourcing
Your practice track for Customer Service Representative
at Sutherland Global Services
What this interview covers
Interviewers for Customer Service Representative roles at Sutherland Global Services typically test across 5 areas:
Philippine-specific tips for this role
- ▸ Huwag sabihing 'Kahit anong shift po, okay lang po sa akin' nang walang explanation. Dito sa interview, akala ng marami basta sumagot ng 'yes' ay pasado na. But Sutherland wants proof you've actually thought about the health and lifestyle adjustments. Mention specifics like blackout curtains or meal prepping to show you're serious.
- ▸ Maraming Pinoy ang nagsasabi agad ng 'Sorry po, sir. Ako na po bahala.' Minsan hindi naman appropriate. In Sutherland's English-only interviews, avoid mixing Tagalog, and don't over-apologize without a plan. Focus on the solution, not just saying sorry.
- ▸ Marami sa atin ang magsasabi 'Proficient po ako sa Microsoft Office' pero hindi masabi ang specific na function. Sa Sutherland interview, baka tanungin ka ng 'Anong formula ginagamit mo sa Excel?' or 'Paano mo aayusin ang internet browser kapag mabagal?' Huwag mong sagutin ng generic. Mention actual tasks like paggawa ng table, pag-sort, o paggamit ng specific software. If you only know the basics, be honest but eager to learn.
- ▸ Wag mong sabihin: 'Ang toxic kasi ng boss ko doon' or 'Mababa sahod.' Even if true, it sounds like you're a complainer. Instead, focus on your growth needs and how Sutherland is a better fit. Also, avoid the Pinoy habit of saying 'Actually, tinanggal po ako' unless asked, frame it as a voluntary move for career progression.
- ▸ Madalas sagot ng Pinoy: 'Same lang po eh, satisfaction means happy siya.' Avoid assuming they're the same. Many Filipino fresh grads think resolving the ticket is enough. Sutherland wants to see you understand that a satisfied customer might still churn if only the issue was fixed but they felt unappreciated.
All 5 questions in this set
Are you amenable to working night shifts, graveyard schedules, weekends, and holidays? How would you manage the adjustment?
Sutherland services U.S. and global clients, so most CSR roles are night shift. Many fresh hires underestimate the toll of graveyard shifts and quit early. This question tests honesty and readiness. They'd rather hear a realistic 'I've tried it and I can manage with this plan' than an overly eager 'no problem' with no substance.
Tell me about a time you had to deal with an angry or irate customer. How did you handle it?
Customer service roles at Sutherland involve constant phone interactions, often with frustrated customers from international telecom accounts. This question tests your emotional intelligence, composure, and problem-solving skills. It's a staple in BPO interviews because it directly predicts on-the-job performance.
This role requires basic computer skills like using Microsoft Office and navigating the internet. Can you describe your proficiency with these and give an example of how you've used them in a work setting?
Many Sutherland accounts, like the tech support for a telco client, require you to use multiple applications at once while on a call. They test basic PC skills because you need a typing speed of about 30 wpm and the ability to navigate CRM tools. The question filters people who haven't even used a computer for work beyond social media.
Why did you leave your previous job? What are you looking for in your next role?
Sutherland wants to assess longevity and whether your reasons for leaving align with what they offer. They've had feedback that some hires leave due to night shift or salary realities, so they want to see if you've thought this through. It's also a test of professionalism: can you discuss a past employer neutrally?
In your own words, what is the difference between customer satisfaction and issue resolution? Can you give an example?
Sutherland's telecom and tech accounts emphasize not just fast fixes but positive customer experiences. This question checks if you grasp that you're not just a task-completer; you're a brand ambassador. It also tests clear communication of a somewhat nuanced idea, which is critical in a multilingual environment.