The first phase was a a skill test on-line. It was tough and involved multi-tasking by reading emails and answering timed questions. Next was a phone interview with talent acquisition. Fairly standard questions, how would you go about fixing a computer problem, describe a situation where you had a difficult customer, work history, etc. If you pass this phase you are scheduled an in person interview at T-Mobile. It begins with you listening to 2 customer calls. You are expected to take notes and are asked during the interview how you thought the calls were handled. The in person interview was one on one and you are expected to answer the questions using STAR format (Situation, Action, Result). Situational questions were asked explain a time when you encountered a problem at work and how you resolved it. There were other customer service situational questions. He went over my resume and asked questions. He asked what I knew about the company and if I had any questions. Finally, he goes to another room and gives you 10 minutes to prepare, then he calls as a customer and sees how you handle the customer.

It was a month long process, but considering the amount of applicants it was understandable. Out of a pool of 800 applicants only 13 were chosen. Online application, online assessment, online interview, one on one interview, background screen, and then finally an offer for employment.