Qantas Customer Support Representative Interview Questions
& Process
Real candidates share what happened, how many rounds they had,
and how the experience turned out.
Based on 35 interview experiences · FREE TO READ
Candidate interview experiences
First-hand accounts from people who interviewed at Qantas.
Qantas
Customer Service Agent
Entry Average Positive experience Decline offer 4 rounds
Interview process
Recruiter call Group Presentation Technical screen Offer
Interview formats
Behavioral Presentation Group
I applied online and got a link after a few days to answer some situational questions through an automated chat system. If that went well, they invited me for an in-person interview. The interview was at QF domestic airport with about 30 other people. When I got there, I got a name tag and was led to a room where I picked a seat at a table. The hiring team introduced themselves and talked about QF and the job. Then, everyone had to stand up, introduce themselves, and say their favorite QF destination. After that, we had to work with others at our table to create a 1-minute presentation to persuade someone to use QF lounges over a competitor and then present it to everyone. Finally, they randomly picked each person for a 15-minute one-on-one interview.
Confirmed questions2 questions
- Can you share an instance where you provided exceptional customer service but the desired outcome wasn't achieved? Did you feel your service was adequate?
- Describe a situation where you had to work under extreme pressure.
Qantas
Customer Service Agent
Entry Average Negative experience Decline offer 4 rounds
Interview process
Recruiter call Take home Group Background check Offer
Interview formats
Behavioral Technical Group Other
I applied online and was then sent a 5-question online questionnaire about customer service and safety. After that, I was invited to a 3-hour in-person group assessment. Then, I had to fill out a bio form for a background check and do a medical/fitness assessment which was quite intense with exercises like sit-ups, push-ups, planks, squats, and lifting weights. Even though I didn't pass all the fitness parts, they said I could start working but would have to pay for remedial training and pass the test within six months, or I'd be fired. This felt threatening, so I declined the offer.
Confirmed questions3 questions
- What skills or experience do you have that would make you a good fit for this role?
- Can you share an example of a time you worked effectively as part of a team?
- How would you deal with a customer who is unwilling to pay for overweight baggage?
Qantas
Customer Service Agent
Entry Easy Positive experience No offer 5 rounds
Interview process
Recruiter call Take home Group Presentation Background check
Interview formats
Behavioral Group Presentation
I applied through indeed, did this AI thing called the 5 questionnaire back in January, and then a month later got an invite for the assessment day which was in late Feb. The actual day itself was in early March, it was pretty cool, we went into a room with other people and they gave us a presentation. After that we did a group activity where we were given a scenario with a group that had personality traits and we had to figure out what stuff they should bring. Then we had to present what we came up with to the person in charge. After that, it was just a waiting game for the one on one interviews.
Confirmed questions4 questions
- Can you tell me about your previous work experience and what interests you about this company?
- Share an instance where you collaborated with colleagues to resolve an issue.
- Describe a situation where you performed well under stressful conditions.
Qantas Customer Support Representative Interview Questions
Quoted word for word from Qantas interview reports.
“How would you deal with a customer who is unwilling to pay for overweight baggage?”
Read reports →“What would be your approach if a customer refused to pay for excess baggage charges?”
Read reports →“How would you handle a situation where a customer is upset because they were charged extra for luggage?”
Read reports →“What action would you take if a customer expressed dissatisfaction regarding charges for excess baggage?”
Read reports →“How would you manage a situation where a customer is unhappy about being charged for additional baggage?”
Read report →“Have you ever witnessed a colleague engaging in dangerous behavior? Describe that situation.”
Read report →“What strategies do you employ to calm down and resolve issues with a difficult customer?”
Read report →“Can you share an instance where you provided exceptional customer service but the desired outcome wasn't achieved? Did you feel your service was adequate?”
Read report →“Are you prepared to work shifts, including on public holidays and special occasions like Christmas?”
Read report →Formats, difficulty and experience
Across all 35 Qantas interview reports.