Difficult Interview – Overall Positive Experience – Yes, and I accepted – Sat, 5 Nov 2016
Interviewed in Oberlin, OH (took 7 days)
A set of 3 phone interviews, the latter two of which featured live video feed via Skype.
The first interview was short and sweet. The core of the interview was about work history, personal experience and personal views on customer service and how it might translate into being an effective Advisor. Also several icebreaker type questions initally to disarm the interviewee initially. The interviewer also took a basic assessment of familiarity with Apple and its products.
The second interview was a Skype call that was focused mainly around role-play. The interviewer posed several scenarios and asked you to role-play working as an Advisor with the customer towards a solution. I believe the general goal here was to assess the interviewee's ability to respond to distress, empathize and demonstrate comfort working with Apple technology.
The third interview was another Skype video call and felt most like a standard interview. Common questions like "why should we hire you?" And "why did you apply for this job?" were asked. I believe this last interview was to assess the potential employee's general attitude, personality and level of comfort talking on the phone. The job offer was given at the close of the third and final interview.
Interview Questions
Role-play scenario: you are expected to respond to this woman's concerns as though you were an Advisor. A woman calls on the first day of her honeymoon in Hawaii and discovers that a water bottle has leaked all over her iPhone. The phone is dripping wet, has powered off and the customer is extremely distressed about the recent photos she took on her wedding day.
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Other Details
The interview consisted of Phone Interview, 1:1 Interview, Skills Test, Personality Test and Background Check