Toys "R" Us Customer Support Representative Interview Questions
& Process

I went through 3 rounds of interviews. First was with HR, then the Hiring Manager, and finally the Head of Department. Each round was professional and focused on different scenarios, customer feedback, and handling rejections. The last round with the HoD was challenging; they presented me with a real-life situation they encountered and asked how I would have solved it immediately.

I got a call asking about my availability to work weekends and if I was okay with minimum wage. I confirmed that I was, so they scheduled me for a group interview. The group interview was a bit unusual. We were asked to go into the store, choose our favorite toy, and bring it back. Then, we each took turns explaining our choice. Next, we had to share our favorite cartoon character and explain why. After that, we paired up, learned some information about our partners, and then had to pitch our partners to the interviewer, explaining why they should be hired. Finally, management called us in one by one. Most people got the job because it was seasonal.

We started with a group interview with 7 people where we introduced ourselves. Then we had a creative task using Legos. After that, we engaged in a role-playing exercise simulating customer and employee interactions using store merchandise. Finally, I had a one-on-one interview with the store manager, which took about 45 minutes. The manager asked me to talk a bit about myself and why I wanted to work there. They also explained the background check process, which typically takes about 14 days. The manager indicated that they would likely be offering me the job.