Shell Energy Retail Customer Service Advisor interview questions

Started with an email inviting me to a telephone interview. She then asked me the usual questions like ‘tell me a time when you gave excellent customer service’ etc . then I was invited to a 1.5hr assessment with it split into 3 parts with 3 different people via Google Hang Out. The first part was competency questions, second part was a scenario based assessment so they will give you a scenario and you have to rate the 4 options into ‘most likely to use’ and ‘least likely to use’ and the last part was the role play. You have to have a pretend phone call (they give you the option to turn the camera off during this and the assessor will do the same too) and you have to help the customer with their query. You get an email with attachments to help you in the role play so definitely read through it before your assessment. All assessors were lovely and made me feel so relaxed and calm. Really put you at ease as it can be quite daunting. The time flew by.

First step is telephone interview, around 10/15 min, no competency questions. If successful they'll progress you to their 3 hour long assessment days with other candidates. There are 3 sections to the assent day; company overview, role play, they will also provide you with customer scenarios that you have to provide the best solution to.