Shell Energy Retail Customer Support Representative Interview Questions
& Process

I applied on their website and got an online assessment the very next day, which was a situational test, pretty easy. Right after I finished it, I got an invite to pick a phone interview slot, only 15 minutes. The interview was super quick. They asked me what I knew about Shell first, then some basic strength questions like if I could tell if a customer is mad from an email. It wasn't a great experience, honestly, the interviewer just read from a script and didn't really try to connect. I felt like I wouldn't get an offer right after my first answer because the interviewer was so 'bland'.

I applied online and the communication was good. I had a brief phone call to go over my CV, talk about my experience and what I was looking for, and then I was invited to an assessment day. The assessment day started with a quick intro to the company for everyone, then a maths and English test. After the test, those who passed did a group activity, a one-on-one interview, and a role play. It was all pretty standard, and even though it was formal, they made me feel comfortable. The whole process went well; the managers were nice and gave me a good feel for the company and the team. I got feedback within the promised 2 working days.

It was a quick and pleasant interview. Two people interviewed me. They asked a few questions and then we did a quick role-play where I acted as the Customer Service Agent and one of the interviewers was the customer. They asked a lot of questions about product knowledge, like about smart meters.