HSBC Customer Service Representative (CSR) interview questions

I applied via an employee referral, I filled out the application form and two days later I received a call from the recruitment team, an informal chat with a friendly gentleman inviting me to attend a face to face interview. I attended the face to face interview two days later, the lady that interviewed me was extremely friendly which made me feel very at ease. I was taken into an interview room where she explained the role and more about the business, I was then taken to do a role play exercise where you will take a call from a customer. You're given fifteen minutes to read the information required to get you through the call, very straight forward all the information is in front of you during the role play. Aside from my nerves the exercise was quite easy so just be confident and make sure you're listening and using the information correctly. After the role play the interviewer asks you why you gave the responses you did, if you pass the role play exercise you're then taken to do a formal interview where you're asked three competency questions. Very straightforward make sure you answer the questions asked with enough detail so the interviewer understands the point you are making. You will then be scored on your answers and if you pass that stage the face to face interview is completed. You will then be sent an online assessment via email some hours later, more competency questions. If you pass the assessment they will then contact you with an intent to offer.

I had a telephone interview for this role, after having completed an application form and taken a situational questionnaire online. The interviewer asked about three questions, which were competency based and required specific examples. Two of the questions were about providing customer service, and the other was one where I had to provide an example of when I overcame difficulty to achieve a result (This was the question I struggled most with). The questions and interview process were not too difficult overall, and my lack of success was mostly due to nerves/lack of experience.