How to nail this interview question:
If you are going for a job in customer service, you are guaranteed to hear this question during an interview.
The simple "Why do you want to work in customer service?" question is asked by companies to assess whether you are suited to working in this type of role. It allows them to measure your genuine interest and motivation, giving them an indication if you are the perfect fit.
A well-crafted answer can showcase your understanding of the field, highlight your relevant skills and personality traits, and demonstrate your passion for helping others, ultimately convincing the interviewer that yes, you're the right fit for the job.
Stepping into a customer service role, whether you're fresh out of school, exploring a career change, or a seasoned professional, can be both exciting and nerve-wracking. To give yourself the best chance at landing the job, crafting a compelling answer to the inevitable question "Why do you want to work in customer service?" is crucial.
Have confidence you nail this question by following our advice below from tenured recruiters who specialise in placing candidates in customer service roles. We'll explore why this question is so important, the pitfalls to avoid, and how to tailor your response to impress hiring managers. You will see that achieving a customer service career path is within arm’s reach as you transform your interview answers into a powerful tool that showcases your passion for helping others and sets you apart as a top candidate!
The customer service field has expanded into a multitude of careers that can pave a long and rewarding career path. As customer expectations have developed and grown — especially since the pandemic— the entire industry is evolving to amplify the customer experience, including offering some of the most sophisticated and specialised roles in the administrative space.
Businesses are learning how closely customer service is tied to delivering revenue, meeting key performance indicators, and growing the customer base. To offer support beyond traditional call centres, savvy business leaders are expanding service teams, investing in staff development, and increasing compensation.
Related: What are the best paying jobs in administration?
So why choose customer service as a career?
It’s a fulfilling profession for those who would enjoy a more client- or customer-facing role. Not only does a customer service career offer long-term opportunities, but the skills also required — mastery of new technology, emotional intelligence, problem-solving and communication — are highly transferrable. Customer service jobs are also well-suited for remote work and flexible scheduling.
The customer service career track can lead to multiple pathways of specialisation — such as people management, account management, customer advocacy, and working with clientele at the highest levels. There is even a C-suite position to aspire to: Chief Customer Officer.
To see compensation levels for various customer service roles, check out Robert Half’s latest Salary Guide.
Our managers share why professionals should choose customer service as a career path:
“Choosing a role in customer service is an excellent career pathway as it opens doors to many new diverse roles and helps to expand your skillset. Customer service provides a backbone for an organisation and supports businesses to run efficient and effective businesses. You are the glue that keeps the business together and the reason clients choose to come back. Delivering excellent service, providing a diligent care factor, and putting customer needs first is both rewarding and empowering. Deciding to pursue a career in customer service can lead to endless opportunities and gives you transferrable skills you can apply to any career move you make.”
Zoe Fisher, Division Manager, Perth
“A customer’s experience when dealing with a company is everything. The experience one has when communicating with someone in customer service can make or break their relationship with that business – it can turn their day around, turn a negative experience into a positive one, and ultimately leave them an advocate for the business or brand. In a world where automation is commonplace and on the rise, how great does it feel to communicate with someone who cares and who wants to help? It’s priceless!”
Emma Sestic, Senior Division Director, Sydney
"Choosing a career in customer service can lead to the development of essential skills and open up pathways to diverse industries and roles. It's a satisfying field where you can make a significant impact on people's lives, while offering job stability as well as assist with figuring out what career you want to chose long term."
Chelsea Spanos, Division Manager, Manager
"A career in customer service is a great option for anyone that thrives on connecting with people and being an integral part of solving their problems. These roles are highly rewarding for those who find fulfillment in helping others, as you make a direct and positive impact on customers' lives while contributing to the overall success and reputation of the company you work for."
Kimberley Langevad, Senior Consultant, Sydney
“Everyone should consider working in customer service, especially if they want to take that first step into an office setting. Many companies are happy to hire people who do not have a lot of experience but show potential. They offer professional development, are prepared to invest in their employees and offer long-term prospects. The companies we work with want employees who are looking for longevity. If you demonstrate potential, your career could advance significantly.”
Sylwia Jankowicz, Senior Division Director, Melbourne
Being ready for all aspects of an interview will prepare you best for landing a role in customer service.
When a hiring manager asks you “why do you want to work in customer service?”, they are looking for several key indicators to see if a customer service career path is right for you at the business.
The first thing they have their eye on is your genuine passion and interest in the role. They want to see that you're not just applying for any available job, but that you have an actual interest in helping people and providing excellent service to customers. Authentic enthusiasm and a positive attitude toward customer interactions are highly valued in the answers you provide during the interview.
Hiring managers are also seeking evidence that you possess the necessary skills to excel in the role, such as strong communication skills, problem-solving abilities, empathy, patience, adaptability and resilience.
Your response to the question "Why do you want to work in customer service?" will also demonstrate to the hiring manager your understanding of the role. They want to make sure you are clear on what a customer service role entails to make sure you are prepared for the rewards and the potential challenges. And aside from those aspects, during the interview, they’re looking for candidates who are motivated to learn, grow, and contribute to the company's success. It is in the answers of interview questions that can help shape you as the top choice.
Building a customer service career path is possible without having any prior experience. The key here is to showcase your transferrable skills that will bridge the gap in experience and demonstrate your ability to perform in the role.
Soft skills
One of the most crucial skills in customer service is communication skills. To tick this box, showcase your ability to articulate ideas clearly, both verbally and in writing by mentioning experiences where you had to explain complex information in a simple way or mediated conflicts effectively. Your communication skills will also come across in the interview itself and how you interact with the hiring manager.
Then to demonstrate your problem-solving abilities, which are essential to customer service roles, highlight instances where you've analysed situations, identified solutions, and implemented them successfully. This could be from school projects, volunteer work, or even personal experiences.
Further to this, describing situations where you’ve demonstrated understanding and patience to others will reflect your empathy and patience, both necessary for this work. In the same token, highlight instances where you've had to handle unexpected changes, deal with difficult situations, or bounce back from setbacks. This shows your ability to remain calm under pressure and find solutions.
Relevant experience
If you've worked in retail or hospitality, you likely have experience interacting with customers, handling complaints, and resolving issues. Explain this to the hiring manager and give examples of any past roles you have to demonstrate these qualities.
Volunteering often involves working with the public, providing support, and assisting with inquiries. This experience demonstrates your willingness to help others and your ability to interact positively with people, which is highly valued in customer service professionals.
You might be thinking, I am fresh out of school and have zero work or volunteering experience. Don’t worry, you have more experience than you think! Group projects, leadership roles, or extracurricular activities can showcase teamwork, communication, and problem-solving skills valuable in customer service, so draw on those to highlight your interpersonal skills.
Focus on potential
When hiring managers are searching for a stellar customer service professional, they are often thinking long-term. Don’t feel like you need to tick every single box in order to have a customer service career path.
To bring light to the long-term value you can add to a business, highlight your genuine interest in assisting and providing solutions to people's problems while conveying your willingness to learn new skills and processes and adapt quickly to the role's demands.
So when you get asked, “why do you want to work in customer service?” you will have plenty of personal qualities to share that align with the responsibilities of this role, even if you don’t have any prior experience.
If your response to the interview question “why do you want to work in customer service?” is because you have a passion for helping others, you need to be able to articulate this clearly to the hiring manager and demonstrate it in your answers.
To do this:
Show initiative by highlighting situations where you anticipated customer needs or went beyond the expected to resolve issues. This shows a dedication to preventing problems before they arise and providing exceptional service.
Talk about times you've exceeded expectations or offered personalised assistance, showing a dedication to creating memorable customer experiences.
Share your desire to learn new skills and stay updated on industry trends, conveying your commitment to providing the best possible service.
Explain how you help customers find solutions independently through clear communication, self-service resources, or knowledge sharing.
Express your ability to connect with diverse customers, adjusting your communication style to their preferences and ensuring clarity and understanding.
Share how you value customer feedback and use it constructively to improve your service and the overall customer experience.
Putting your genuine care in the spotlight by providing examples will show the hiring manager your passion for helping customers and position you as a highly desired candidate.
Strong answers to the question "Why do you want to work in customer service?" should be tailored to various industries and situations, depending on what type of business you are interviewing for.
For an entry-level candidate with no direct experience in customer service here are example responses to the interview questions:
"I've always enjoyed helping people find what they need and making their shopping experiences positive. I'm excited to apply my communication skills and enthusiasm to create a welcoming atmosphere for your customers." (retail)
"I'm a natural problem-solver and love technology. I'm eager to learn the ropes and help your customers troubleshoot their issues, ensuring they have a smooth and positive experience with your products." (tech support)
Sample responses for a career change:
"My previous career in hospitality taught me the importance of empathy and clear communication. I'm drawn to the healthcare industry because I want to make a meaningful difference in people's lives, and I believe my skills can be valuable in providing compassionate support to patients and their families." (healthcare)
"I'm detail-oriented and enjoy building relationships. My background in [previous field] has honed my ability to explain complex information in a way that's easy to understand. I'm excited to apply these skills to assist your clients and ensure their financial needs are met." (financial services)
If you are a seasoned customer service professional, try some of these responses:
"I thrive in fast-paced environments and enjoy the challenge of resolving customer inquiries efficiently. My experience in e-commerce has given me a deep understanding of customer expectations and the importance of building trust online. I'm eager to leverage my expertise to enhance your company's reputation and create loyal customers." (e-commerce)
"I'm passionate about creating memorable experiences for guests. My experience in the hospitality industry has taught me the importance of anticipating needs, going the extra mile, and ensuring every interaction is positive. I'm confident I can contribute to your team's success by delivering exceptional service and exceeding customer expectations." (hospitality)
It is rare an interview goes perfectly to plan.
However, being aware of common mistakes others make in customer service interviews will better your chances of having a smooth conversation that helps you stand out for the right reasons.
Here are common mistakes to avoid:
Not researching the company
Not practicing common interview questions like “why do you want to work in customer service”
Giving vague answers
Lack of eye contact and poor body language
Using negative language about past roles/experiences
Focus solely on personal benefits like salary and perks
Underestimating the challenges
Lack of passion or enthusiasm
Exaggerating skills or lying
Interrupting interviewer
Dismissing feedback or constructive criticism
Not asking thoughtful questions
With customer service jobs booming, you have many more options, allowing you to research your desired role and uncover the best choice of employer — one who values your unique talents and aspirations.
At Robert Half we identify what is most important to a candidate so we can match them with an employer that can help them build their skillset and pursue long-term career goals.
We’re ahead of the game in connecting customer service personnel to remote and hybrid jobs, and we aim to create a personalised experience for both the candidates we place and those we hire ourselves.
Are you looking for your next career opportunity? As a leader in customer service recruitment, Robert Half can help you find the right customer service role for you in Australia.
How can I answer this question honestly and effectively?
Emphasis the skills you have that are relevant to customer service like communication, problem-solving, empathy and patience
Express enthusiasm in genuinely enjoying assisting people
Explain how the values of customer service, such as providing excellent service and building relationships, resonate with your own values.
Research the company culture and values and try to align your answer with their specific approach to customer service.
What are the most common good and bad answers?
Good answers:
"I find it fulfilling to solve problems and make a positive impact on people's experiences."
"I'm a natural communicator with strong empathy and patience, which I believe are essential for customer service."
"I admire your company's commitment to excellent customer service, and I'm eager to contribute to that."
Bad answers:
"I need a job" or "It seems like an easy job."
"I want a good salary and benefits."
"I don't know much about customer service, but I'm a quick learner."
How can I show my passion for customer service in my answer?
Go beyond generic statements. Highlight specific experiences where you helped someone, share what excites you about solving problems or exceeding customer expectations, and use enthusiastic language and body language to convey your genuine interest in the field.
I have no experience in customer service. How do I answer the question?
Make sure you focus on transferable skills.
"I'm a strong communicator and enjoy problem-solving. I'm also patient and empathetic, which I believe are key for building positive customer relationships."
"While I don't have direct experience, I'm eager to learn and develop my skills in this field. I'm a fast learner and confident I can quickly become a valuable asset to your team."
"I believe in providing excellent service and exceeding customer expectations. I'm excited about the opportunity to make a positive impact and contribute to your company's success."
