The first phase is a phone interview during which you talk discuss your work experience, why you want to leave your current job, etc. and about the role you apply for (salary, schedule and such). If you pass the phone screen, you get appointed for a one-on-one interview with the hiring manager. It includes customer service experience related questions and a few scenarios regarding your technical and analytical skills. If you are accepted, you get an offer and you set the date of entry. I personally enjoyed the whole process very much, as both the recruiter and the hiring manager seemed like they wanted to get to know you rather than to put you to test.