Interview with Candace Mackerel

Introduction

• Interviewer: Olivia
• Interviewee: Candace Mackerel
• Setting: Interview for a customer service position.

Personal Background

• Graduated from a computer programming course.
• Worked in customer service at a milk tea store for two years.
  • Responsibilities: cashier, service crew, organizing the store, preparing food, customer interaction, payment processing.

Motivation for Applying

• Interested in the company's Ascend Program for employee training in:
  • Public speaking
  • Leadership training
• Values company's focus on learning and growth.

Reasons for Leaving Previous Job

• Wanted to upgrade skills and explore international opportunities.
• Believes working in the BPO industry offers better financial and career prospects.

Career Aspirations

• Aims to sharpen communication skills for career progression.
• Disagrees with the notion that BPO jobs are dead-end:
  • Mentions agents promoted to higher positions and transitioning to related fields.

Programming Background

• Completed a two-year vocational course in programming.
• Chose customer service due to challenges finding a job in programming.
• Current focus on the BPO industry; does not plan to pursue programming further.

Future Vision

• Envisions a higher position in the BPO industry after five years.

Customer Service Experience

• Described a challenging incident with a customer:
  • Customer insisted she had paid but hadn’t.
  • Resolved using CCTV footage to confirm.
• General observation: Filipino customers are more reasonable compared to Western customers.

Stress Management

• De-stresses by reading fiction, especially fantasy books, and doing cardio.

Self-Reflection

• Identifies small talk as a weakness, actively working to improve it.
  • Positive outcome: Made a best friend through initiating small talk.

Knowledge of the Industry

• Aware of the roles of call center agents:
  • Inbound: Customers call for assistance.
  • Outbound: Agents make calls for sales or surveys.

Availability

• Open to working graveyard shifts and shifting schedules.

Unusual Questions

• Why are manholes round?

  • Round shape prevents covers from falling into the hole.

• Describe the color red to a blind person:

  • Associated with warmth and nourishment.

Closing Questions

• Highlights ability to handle irate customers and persistence in facing challenges.
• Asks about common traits of successful individuals in the industry.
  • Response: Willingness to go above and beyond.

Conclusion

• Interview wraps up; Candace thanks Olivia for the opportunity.