How to become a CUSTOMER SERVICE REPRESENTATIVE (CSR)

To be a call center agent you need to possess the following traits:

• At least 18 years old
• Must be Fluent in English
• No pauses or gap during an actual conversation with a customer/ client / interviewer
• The modulation of your voice must be clear
• The modulation of your voice must be loud
• Speak with confidence

Skills needed:

Speed typing of 35 wpm (words per minute)
     ► test you typing speed by clicking on this link
Good listening ability

Recommendations:

- Oral reading practice
- Exaggerate articulation a bit; Open mouth  to make speech sounds clear and audible
- Vary intonation (rising or falling of voice)
- Neutralize regional accent;   familiarize oneself with how people from English-speaking countries sound like in actual conversation (e.g. Watch Hollywood films or TV series)
- Be spontaneous in expressing ideas
- Be more direct in answering questions; avoid diverting from the topic & avoid giving irrelevant details
- Simplify ideas but observe correct grammar.
- Review basic parts of speech (Noun, pronoun, verb, adjective, adverb, preposition, conjunction, interjection)
- Take note of the instruction or sequence when it is discussed.

"It is an advantage if you grew up in an environment wherein everybody are speaking  english"

Tips on how to pass the Interview:

Fluency:  no unnecessary pauses, no groping for words/ideas, no slips in vernacular, avoid stammering)
Reasoning:  vocabulary/choice of words, relevance of ideas, responsive, able to engage in intelligent conversation
Thought Organization: unity and coherence of ideas
Listening / Comprehension: ability to receive and process information, no need to elaborate questions repeatedly, consistency in following instructions
Grammar:
     Subject-Verb Agreement
     Sentence Construction (word order)
     Tense Consistency (past, present, future)
     Word Forms (singular/plural)
     Articles (a, an, the)
     Preposition Usage (in, on, at, to  for,  from, etc.)
     Pronunciation Usage (he, she, it, etc.)
Accent: neutral, no regional influence
Vowel A:  /ae/ (cat),  /ä/ (caught)
Vowels i & e:  /i/ (sit), /e/ (seat), /ε/ (set)
Vowels O & U:  /o/ (pole),  /ü/ (pull),  /u/ (pool)
Consonants T & TH:  /t/ (tin) and  /Ø/ (thin)
Consonants P & F:  /p/ (pan) and  /f/ (fan)
Consonants B & V:  /b/ (ban) and  /v/ (van)
Consonants J:  /dz/ (jeep)
Consonants S  (stick not istick or shtick)
Consonants R  (no rolling of the tongue as in thrrree for three)


What to do before the Interview:
§  Research the company culture, competitors, industry and technology trends prior to your interview.

§  Bring your current resume with you.

§  Know the job description, responsibilities and requirements.

§  Present specific examples of situations, tasks, actions and results related to the position for which you are interviewing.

§  Come prepared to ask questions of the hiring manager about the job, team, culture, and company's products and services. (Be prepared to ask one or two questions about the company, this will show that you know what job you are applying for)

What to wear during the interview: The Dress Code ►►

Actually a casual get-up is enough when applying for a customer service representative since most call center businesses does not require an office attire. But for your convenience you should wear a thick clothes that will protect you from freezing; the air conditioning inside the interviewers room are deliberately set at a high level to test if you can talk and perform well even under certain pressure.

What attitude to use when you got hired?:
• Must have a learning attitude
• Use your English in oral conversation with real people.
• Be punctual
• Never be late
• Do not absent
• Keep yourself healthy
• Be humble and confident
• Always show appreciation to the customers/ client

Summary: Be conscious about your Grammar. 
Always practice your Pronunciation.
Sharpen your Listening power.
Make sure that you deliver the right Consonant & Vowel Sounds. 
Review your mispronounce words.
Familiarize yourself with the nature of the business.
Stick to mind that Accuracy plays am important role of being an effective Customer Service Representative.

At the end of the tests/exams/interviews if  they say they will call you or you were given a piece of paper that says "thank you" it simply mean you don't meet the qualifications of a candidate for a CSR position.