HSBC Customer Service Officer interview questions

Applied online - Passed, onto next stage Online assessment - Relatively fine, ensure you do your practice prior to attempting. Passed, onto next stage Telephone interview - Only asked about customer service & making difficult decision. Ensure you use appropriate STAR method. Praised for honesty and detail. Passed, onto next stage Face to face interview - Asked series of capability questions, such as customer service, dealing with change, communication etc. Also asked what i know about HSBC. Pretty standard, inquisitive. Very friendly and relaxed environment. Phoned the next day from face to face interview to be offered job. Overall process 2-3 weeks.

I applied online, passed online tests, then had a telephone interview which was a bit difficult as the interviewer asked a lot of questions regarding my answers to three competence based questions. However, since I used this website for preparation I was aware of the "grilling" during the phone interview. Unfortunately, I can't remember the questions for the phone interview, but all of them can be found on this website, and I believe different questions are asked by different people. I passed the phone interview and was allowed to choose a date for face to face interview. From research I knew that there might be up to 8 competence based questions during face to face interview, and the telephone interviewer said that I will be asked at least 5. Luckily, during the actual interview I was asked only 3 competence questions and once passed that there was a 15min role play - my interviewer acted as a customer and I acted as a CSO (interviewer went somewhere to call the phone I was put on). There were 2 calls, regarding some general banking queries, loan, travel related prods. I believe they expect you to offer some relevant prods to the caller. During the call they assessed typing skills (had to type a short summary of the call so that other CSOs could understand what the call was about), had to calculate balance after deductions from the acc on a calculator provided, in general, some attention to detail. The best is to research STAR technique and have some strong examples showing your skills. From the date I applied online to start date it will be 2 months in total, which I think is not bad.