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IntermediateBEHAVIORAL
In your most recent customer service role, what specific metrics (e.g., CSAT, first-contact resolution, average handle time) were you accountable for, and what concrete actions did you take that led to measurable improvements in any of these metrics?
Custom Role
General

Sample Answer

In my last role on a support team of about 25 agents, I was directly measured on CSAT, first-contact resolution, and average handle time. When I joined, my CSAT was around 88%, FCR was 68%, and my AHT averaged 9 minutes. I started by tagging my tickets in Zendesk to spot patterns, and I realized 30–35% of my repeat contacts were about the same three billing issues. I built short internal macros and step-by-step guides for those scenarios, and shared them with my team lead. We rolled them out to the whole pod. For my own workflow, I used side-by-side notes in our CRM and a simple checklist so I wouldn’t miss verification or next steps. Within one quarter, my CSAT averaged 94–95%, FCR went up to 81%, and my AHT dropped to about 7 minutes without increasing re-open rates.

Keywords

Owned CSAT, FCR, and AHT metrics with clear starting baselinesUsed ticket tagging in Zendesk to identify repeat-contact driversCreated macros and mini playbooks for top billing issuesImproved CSAT to 94–95%, FCR to 81%, and reduced AHT by ~2 minutes
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