Tiktok Interview questions/answers

Front

Tell me what inspires you professionally and how that brought you to apply to TikTok?

Back

I am inspired and motivated to be able to help others. It has always been one of my personal and professional strong suits. I feel being able to help others gives me a sense of accomplishment and purpose. I applied for this position because it perfectly aligns with my previous experience in customer service utilizing multiple forms of contact, such as: inbound/outbound calls, live chats, and emailing.  As for the company, I am creative at heart & would love to work with a company that is involved in creativity and looking to grow with an endless amount of opportunities within the company.

Front

• Can you tell me what great customer service means to you?  

Back

For me great customer service is active listening, showing empathy, ensuring you're there to help them, then completing their needs. I like to exceed all my resources to be able to help someone to create a positive experience since that is what I’d wish to have if I needed help too.

Front

• How would you rate your experience with user support case management? Can you  share an example of a case you've handled where you created a positive outcome for  the user? 

Back

While working at CBRE, I received a call from one of our client's store managers, who was in a panic due to overflowing toilets that were beginning to flood the sales floor. I immediately created an emergency work order and dispatched it to a vendor. Unfortunately, our emergency work orders had a possible wait time of up to four hours, which I had to explain to the store manager. Understandably, she was upset, as the situation was urgent.

I apologized and assured her I would do everything I could to get someone out as quickly as possible. I called multiple nearby vendors and contractors, and fortunately, one was able to respond within the hour. Wanting to do more in the meantime, I asked the contractor if there was anything the store manager could do while waiting. The contractor suggested that the manager locate and shut off the restroom's water valve to stop the flooding.

I followed up with the store manager, apologized for the delay, and explained how she could turn off the water to prevent further damage. She successfully turned off the valve, and I continued to monitor the situation, maintaining communication with the store manager until the contractor arrived. Throughout the process, I ensured the issue was fully resolved, as there had been previous instances of contractors not showing up. The store manager was extremely appreciative of my help from start to finish.

Front

• Tell me about a time in which you had multiple deadlines and you could not meet them all. What was the situation? How did you approach it? 

Back

During peak times at JP Morgan Chase, I had specific goals for the number of documents I needed to process each day, which increased every other day. In the first two weeks, I struggled to meet my deadlines while also completing required training, which left me feeling overwhelmed and disappointed that I might be causing delays in our department.

Since I couldn't keep up with the increasing workload, I thought about coming in on a day’s off to catch up. I discussed this with my supervisor, who approved my request. This allowed me to complete all the work and training I had fallen behind on. On the days I’d come in on my days off I‘d challenged myself to improve my typing speed to prevent future delays. Thankfully, this approach worked, and I maintained successful completion rates from that point on.

Front

• What are some of the best practices and/or skills that you'd bring to TikTok? Why do you identify them as critical capabilities? 

Back

I believe my customer service and problem-solving skills are essential for this role. With years of experience in various customer service and clerical positions, I’ve learned how to effectively navigate customer needs. I’m always willing to help and think creatively about how to resolve issues successfully.

Front

• Tell me about your experience working in a hybrid environment. What strategies have you used to maintain productivity in your role and engagement with your team?

Back

I’ve worked in both remote and in-office settings, and there’s usually a team chat to help everyone stay connected. We have different channels for casual conversations and important professional updates. Staying active in those chats helps me stay engaged and up to date with training and new information, which keeps me productive throughout the workday.

Front

• Tell me about a time you had to manage a conflict at work. What was the scenario and  what was the outcome? 

Back

When I first started at Amazon, my lead often seemed annoyed when we asked questions for clarification, making it uncomfortable and anxiety-inducing to seek help. I decided to address the issue one-on-one, explaining that it was hard to do my job and learn effectively without support or the comfort to ask for assistance. My lead apologized but their behavior unfortunately continued so I eventually ended up speaking to our higher ups and transferred to a different team, which I was able to and glad I did because I was able to learn more with my new leadership.

Front

• Tell me about a time that you had to provide feedback to an individual that was not open to feedback. What happened? How did you approach the situation? 

Back

While at Amazon, I occasionally trained new hires, some were older than I was at the time. They were initially resistant to being corrected when I needed to show them how to properly follow our standard operating procedures (SOP). After a few days, I explained the importance of  following our SOPs for maintaining success rates in deliveries & keeping our risk percentages down. Although there was only a small improvement after our first conversation, I asked my lead to confirm what I was saying to the training group, as some were still following the SOP incorrectly. After that, they improved significantly and had a team meeting based on the importance of listening to experienced employees to assure we are doing everything correctly

Front

• We do not always do the right thing. Tell me about a time when you made a mistake. What happened? What did you learn from it? 

Back

While I was assigning orders, I was working too quickly and accidentally assigned three large orders to one driver. I didn’t catch the mistake right away, and the driver had already started packing all the orders into their vehicle. After finishing the rest of the assignments, I was reviewing everything and realized my mistake. I immediately reached out to the driver to explain the situation, then contacted the lead on-site at the warehouse. Unfortunately, this caused a delay, as the orders had to be reorganized and redistributed to other drivers. I communicated through Chime to my leadership and team, explaining why the risk alerts were going off, and I apologized, including the warehouse leadership and the driver. I learned to pay better attention while assigning incase the system glitches again and allows me to assign multiple orders to one person again

Front

• Tell me about a time where you exceeded the expectations of your leader. Explain the scenario, the motivation for your actions, and what you learned. 

Back

When I first started at CBRE, I wasn’t meeting the call grading goals because I wasn’t finishing my calls correctly. In a bi-weekly meeting with my lead, they explained why my scores were low and how I could improve, setting a goal for me to reach at least 90% by the next meeting. I took notes during our meeting and kept them on my computer while I made calls to help me remember. Because of this, I achieved 98% in the first week and 100% by our follow-up meeting. I was motivated to succeed in my call grading and learned to have notes, tips, and pointers around me at all times just in case.