Optus Customer Support Representative Interview Questions
& Process

The interview was clearly conducted by an AI, and it completely misunderstood and misrepresented what I said. Immediately after, I received an email with the AI's inaccurate summary of the interview.

First, you go to the ground floor and give your resume to the person in charge. If you were referred by an employee, you'll meet the receptionist first. Then, you'll need to sign up on the [24]7 Springboard website and write your ID on your resume, along with your referrer's name and employee ID. After that, you'll have an initial interview where you'll be asked to talk about yourself and get some feedback. Then, there's a wait before the first round of interviews. This first round is similar to the initial chat. After another wait, if you're going for a voice role, you'll do a Voice and Accent assessment. For non-voice roles, you'll write a short essay on your resume. For voice roles, you'll take a call in a cabin, which has three parts: first, another self-introduction; second, a 2-3 minute talk on a given topic, making sure to keep speaking without pauses or fillers; and third, you'll act as a representative, either selling something or solving a problem, focusing on politeness and getting user input. After a wait, you'll get a test score from 1-20, which helps determine your role. Aim for at least 10 points in the previous step. After lunch, you'll have an HR interview, also known as the operations round. Here, just like before, don't be silent and try to impress them with your words. They're looking at your attitude towards life and your career. Make sure they don't think you're unstable and that you plan to stay with them for a long time. After another wait, you'll either get the job offer or be asked to come back in about a month. Finally, you'll submit your documents either the next day or on a date given. There are 3 interview rounds in total.

A recruiter reached out to me, and I didn't even realize they were the company I'd be working for. Then, I was invited to a group assessment. It started with introductions and mentioning who we'd like to meet. After that, we went into a room to wait for a phone call to do a mock customer inquiry. Those who did well in that part then had an interview.