Booking.com Customer Support Interview Questions
& Process

The recruiters were careful and friendly with the candidates. The entire process was done online. I received feedback the very next day. English is an important tool in the selection process. It only took a week between the recruiter interview and the company interview.

The interview process had about 2 or 3 rounds. The first was a phone call, pretty standard stuff like asking why I wanted to join. The second was a group assessment, which was kind of weird for a team lead role, as I was with 5 other candidates. We had to give a presentation on our Values, Role in a team, Achievements, and Passion, but were told not to use PowerPoint, which was odd for an e-commerce company. Then there was a role-play scenario with a Team Lead and the customer service manager. The Team Lead character was an agent with behavioral issues, wanting a shift change and the team lead position. After that, we had to analyze a KPIs form. This round was supposed to be from 9 am to 1 pm but ended around 2:30 pm, showing poor organization and unprofessionalism. They seemed to be trying to be modern but came across as outdated and disorganized. It explained the high turnover and constant hiring. One candidate gave a great presentation, impressing the managers and HR, but didn't get the job. My advice? Maybe don't be too outstanding.

First, there was a written test about complicated situations, and then a role-playing exercise where you had to deal with an angry customer. They'll give you feedback after everything is done. It might be tough if you don't have the basic knowledge of main issues like incorrect loading or charging, overbooking, etc.