Shell Energy Retail Customer Support Consultant Interview Questions
& Process
Real candidates share what happened, how many rounds they had,
and how the experience turned out.
Based on 9 interview experiences · FREE TO READ
Candidate interview experiences
First-hand accounts from people who interviewed at Shell Energy Retail.
Shell Energy Retail
Customer Service Advisor
Entry Average Positive experience Accept offer 3 rounds
Interview process
Recruiter call Phone screen Technical screen Onsite Group Presentation
Interview formats
Behavioral Technical Case Presentation Group
It started with an email inviting me to a phone interview. She then asked me the usual questions like ‘tell me a time when you gave excellent customer service’ etc. then I was invited to a 1.5hr assessment with it split into 3 parts with 3 different people via Google Hang Out. The first part was competency questions, second part was a scenario based assessment so they will give you a scenario and you have to rate the 4 options into ‘most likely to use’ and ‘least likely to use’ and the last part was the role play. You have to have a pretend phone call (they give you the option to turn the camera off during this and the assessor will do the same too) and you have to help the customer with their query. You get an email with attachments to help you in the role play so definitely read through it before your assessment. All assessors were lovely and made me feel so relaxed and calm. Really put you at ease as it can be quite daunting. The time flew by.
Confirmed questions4 questions
- Can you describe a situation where you were under pressure and explain how you managed it?
- Tell me about an instance when you dealt with a difficult customer.
- Could you tell me a bit about yourself?
Shell Energy Retail
Customer Service Advisor
Entry Average Neutral experience No offer 5 rounds
Interview process
Recruiter call Group Take home Onsite Panel Background check Offer
Interview formats
Behavioral Technical Group Presentation Case
I applied online and then got a call back the next business day. We had a brief phone chat about my resume and what I'm seeking in a job. Then, I was asked to come in for a group interview the following day, which lasted about three hours. It started with a presentation about the company, its accomplishments, and what working there entails. After an icebreaker, we all completed a basic math and English test. Following that, we did a group 'survival' exercise. Afterwards, each of us was interviewed individually to answer questions about our competencies and to do a role-play where we had to negotiate an energy plan for a customer. Overall, the process was just 'okay' for me, I felt a bit underwhelmed. It wasn't a terrible interview, but it didn't really impress me. The staff we met and how the day was run just didn't quite hit the mark.
Confirmed questions2 questions
- Can you share an instance where you collaborated effectively within a team to reach a specific objective?
- Describe a situation where you successfully worked as part of a team to achieve a common goal.
Shell Energy Retail
Customer Service Advisor
Entry Average Positive experience Accept offer 4 rounds
Interview process
Recruiter call Phone screen Group Presentation Background check Offer
Interview formats
Behavioral Technical Group Presentation
About a week after applying, I got an email to set up a phone interview. The phone interview was pretty structured and formal, but still nice. They let me know right after that I passed and would be invited to an Assessment Centre the next day. The Assessment Centre had 3 one-on-one competency-based situations and a role play with different assessors. If you passed that, you'd stay for an interview, which I did.
Confirmed questions1 question
- Can you provide past examples from your work or life experiences that demonstrate a strong customer focus?
Shell Energy Retail Customer Support Consultant Interview Questions
Quoted word for word from Shell Energy Retail interview reports.
“How would you handle a situation where a loyal client of over 10 years, who consistently pays, has missed their energy bill payments for the past six months?”
Read reports →“What's your approach to dealing with a customer who is upset on the phone?”
Read reports →“Describe a time you made a promise to a customer that you couldn't keep.”
Read reports →“Can you tell me why you're interested in working for Shell Energy?”
Read reports →“Tell me about an instance when you dealt with a difficult customer.”
Read report →“Describe a situation where you successfully worked as part of a team to achieve a common goal.”
Read report →“Can you share an instance where you assisted a coworker with a difficult task?”
Read report →“Tell me what you would do in a specific situation.”
Read report →“Can you share an instance where you collaborated effectively within a team to reach a specific objective?”
Read report →Formats, difficulty and experience
Across all 9 Shell Energy Retail interview reports.