Basic Interview Questions (Phone) - Call Handling Assessment (Scenario: Handling Difficult cx) - Final Interview ( Supervisor) TIPS: · The HL will deep dive into your work experiences – please highlight your HANDLING OF INBOUND/OUTBOUND CALLS and CUSTOMER SERVICE experiences. · The HL will watch out for red flags about your motivation and commitment – Justify your reason for leaving your previous/current company, it shouldn’t be in conflict with the reason why you’re applying with Amex. You may also share your career plans/goals once part of the team. · Recall your previous/current metrics, the passing rate for each, and how you scored. · Please don't say anything negative about your previous companies, supervisor, colleagues, etc. ALWAYS use positive scripting. · Please always give direct and concrete answers. Avoid giving vague answers. Please be also conscious of the time – avoid being too wordy. · Last part of the interview is called the "Competency Questions" which are situational in format. You will be asked to share an experience of your own that you can relate to the scenario given, please give ACTUAL scenarios that happened during your most recent BPO/TRAVEL experience and point out how you dealt with the scenario. Please also use the STAR method (Situation, Task, Action, Result) in order to give an organized answer.