Every business owner, even the man who started Disneyland, which is one of the most magical places on Earth, says that PEOPLE made their vision come true.
The most beautiful place in the world can be imagined, planned, and built, but it takes people to make the dream come true. – Walt Disney.
According to our research, 2055 percent of customers will tell their friends and family about a company if they have good customer service, but 2047 percent of customers would stop doing business with that company if they had bad service.
So, how do you find passionate, positive people who will be good representatives for your brand and a good fit for your customer service team?
The key is to come up with well-thought-out customer service interview questions that will help you get to know the candidate and judge their skills.
Landing a job at Freshworks is a coveted opportunity for many job seekers As one of the leading SaaS companies in the world, Freshworks offers exciting challenges and growth opportunities to talented individuals However, the interview process at Freshworks can be quite rigorous. If you have an interview scheduled with Freshworks, make sure you are fully prepared to ace it. In this comprehensive guide, we will look at some of the most commonly asked Freshworks interview questions and how to tackle them.
Overview of Freshworks
Before we dive into the interview questions, let’s get a quick understanding of Freshworks and what they look for in candidates:
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Freshworks is a SaaS company that offers a suite of products for sales, marketing IT service management and customer support.
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They have over 50,000 customers globally including companies like Honda, ITV Bridgestone Hugo Boss, University of Phoenix and more.
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Freshworks values candidates who are passionate about building and selling software that customers love. They look for smart, driven individuals who can collaborate well in teams.
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Cultural fit is very important at Freshworks. They want candidates who embody their values of transparency, frugality, collaboration and relentless execution.
Common Freshworks Interview Questions
Here are some of the most commonly asked Freshworks interview questions for various roles:
Freshworks Interview Questions for Software Engineers
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Explain how you would design a highly scalable system like Facebook or Twitter. Focus on the database schema and infrastructure requirements.
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How would you go about debugging a problem in production? Talk about the specific steps you would take.
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Tell me about your favorite data structure and how you’ve used it in your past projects.
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How do you handle conflicts with other developers in your team when working on a common piece of code?
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Describe the agile development process and your experience practicing it.
Freshworks Interview Questions for Product Managers
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Walk me through how you would build a new product from scratch.
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How do you prioritize features in a product roadmap? What framework do you use?
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Tell me about a difficult product launch you managed. What challenges came up and how did you handle them?
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What techniques do you use to understand customer pain points? Give examples from your past experience.
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How would you go about increasing adoption and retention for an existing product?
Freshworks Interview Questions for Sales Roles
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Describe your sales process from lead generation to closing deals.
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Tell me about a difficult sale you had to close. How did you eventually win the deal?
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How do you identify the decision makers when selling to an enterprise company?
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What sales tools do you regularly use? How have they helped improve your productivity?
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How do you keep yourself motivated when prospects continue to say no? Share examples.
Freshworks Interview Questions for Customer Support Roles
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Walk me through how you would handle an angry customer over a support call.
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Tell me about a time you went above and beyond to resolve a customer support ticket.
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What key metrics do you track for customer support and why?
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How do you identify common customer pain points from support conversations?
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What tools and resources do you rely on to provide quick and accurate support?
Tips for Answering Freshworks Interview Questions
Here are some tips to help you prepare stellar answers to Freshworks interview questions:
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Demonstrate your structured thinking: For strategy and design related questions, talk through your approach in a structured manner. Explain your assumptions and thought process.
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Draw from specific examples: Use examples from your past work experience to illustrate your answers instead of talking hypothetically. This builds credibility.
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Show your work ethic: For behavioral and situational questions, focus on demonstrating your perseverance, proactiveness, and passion.
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Ask clarifying questions: It’s perfectly fine to ask your interviewers clarifying questions or additional details about the problem before answering.
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Practice aloud: Rehearse your answers with a friend to polish your delivery and reduce nervousness. Time your answers to keep them crisp.
Preparing thoroughly and practicing responses for the most common Freshworks interview questions will help you put your best foot forward. Showcase the knowledge and skills you can bring to the role while emphasizing your cultural fit. With some preparation and confidence, you can greatly improve your chances of landing your dream job at Freshworks!
Testing attitude and work ethic
The common philosophy of hiring for attitude and training skills is highly relevant in customer service. You need people who are self-driven and motivated and who will consciously show a positive, can-do attitude to every customer they deal with every day. LinkedIn research also indicates a 40% increased chance of employees with grit staying at their jobs longer.
Along with grit, customer service reps who really want to make customers happy are naturally curious and will likely ask a lot of questions about how things work and about your business as a whole. This helps them contribute better, learn faster on the job, and quickly learn new tools and techniques.
For each trait, here is a list of questions that will help you find professionals who are vibrant and driven.
- Why do you want to work in customer service?
- Could you tell me about a time when you went out of your way to make a customer happy?
- What’s one memorable customer interaction you’ve ever had?
- Give me one reason why you love customer service.
- What are you most proud of?
- When candidates talk about why they want to or are in customer service, the way their voices light up and smile shows how much they love the job.
- Pay attention to the things they’ve done that they’re proud of, whether it’s for work or for fun outside of work. It’s a pure passion that made them take those steps.
- Have you ever heard bad things from a customer? If so, how did you handle it?
- Tell me about some things that keep you motivated and happy all day.
- Have you ever given a customer the wrong answer? If so, tell me about it and what you did to make sure it doesn’t happen again.
- Describe a time when you had to deal with a lot of different customer questions at once. How did you go about solving them all?.
- Please describe a time when you had to get out of your comfort zone, learn something new quickly, and get things done.
- How they handle the “mundane” chores of customer service.
- How do the candidates respond after a tough call or negative feedback? Do they take responsibility for their mistakes and see them as chances to get better, or do they blame others for their flaws?
- Have you ever been asked to do something you had never done before? If so, how did you do it?
- Which customer service tools or CRM programs do you know how to use?
- How did you teach yourself the last thing you want to talk about?
- That helps you give better customer service. What are some of your go-to sources?
- How willing they were to learn new software and tools in the past Check to see if they’ve taken courses on their own instead of relying only on scheduled training.
- Do they want to learn new skills and get better at the ones they already have?
- Could you tell me about a time when a customer didn’t give you enough information about their problem?
- Have a favorite customer service team or support staff member that you look up to?
- Have you got any questions to ask me?
- How well they dig deep and ask questions to get to the bottom of a problem They will look for examples of how other businesses provide great customer service if they are really interested in customer service.
- Leave the floor open for the candidate to ask questions to show that you are interested in working for your company.
Aligning with your brand culture
It’s more likely that customer service reps will do their best work if they feel like they fit in with your company’s overall culture and core values. “Creating happiness” is Disney’s core value, and they make sure that every Cast Member and guest service worker lives by it. They look for people who are happy right from the start of the hiring process.
You could ask these questions to see if the person you’re interviewing fits in with your brand’s idea of great customer service and would be a good fit for your company culture as a whole:
- Definition of customer service
- What does good customer service mean to you?
- Tell me about one bad customer service you’ve experienced recently. What would you have done differently in the same situation?.
- What do you like most about this job? Why do you want to work for our company?
- Tell me about how you think this job will help your career.
- What do you know about our products and services?
- How well does the candidate know what your company stands for and what you do?
- The first two questions look like definitions from a textbook. The candidate’s answers show how they feel about customer service and whether they really think that the customer experience is an important part of building a brand.
What does it take for an applicant to work for Freshworks?
FAQ
How many interview rounds are there in Freshworks?
Why do you want to work for Freshworks?
Is Freshworks a good company?
How do I prepare for an interview at FreshWorks?
I interviewed at Freshworks Alright, you need to be prepared for technical questions. If you don’t have the technical knowledge, prepare for basic Excel functions and sql. You can let the interviewer know what technical knowledge you have. Don’t hesitate to be honest with how much you know. Excel questions and sql. Analytical skills is a bonus
What is the hiring process like at FreshWorks?
The Freshworks hiring process typically involves multiple interview rounds, including technical and behavioral assessments. Candidates may experience a mix of phone screenings, virtual interviews, and case studies. However, some candidates have reported unprofessionalism, lack of communication, and delays in receiving feedback from the HR team.
How long did it take to get a job at FreshWorks?
Advice would be to make sure the key skills needed are highlighted, or at least mentioned in one of the 4 interviews before reaching the hiring manager, so that time is not wasted for both the candidate and interviewers. I applied online. The process took 1 week. I interviewed at Freshworks (Bengaluru) in Mar 2024
What is the interview process like at FreshWorks (Chennai)?
I interviewed at Freshworks (Chennai) Had two rounds of interview. First, general discussion for 30 mins and second on case study for 40 mins. Interview was fast paced with questions on multiple topics from past work experience, working style to personal front. What is your most difficult experience in your work experience till date?
