Administrative Assistants handle existing and potential clients by handling all incoming phone calls, ordering for all office supplies, scheduling all meetings and appointments.
They possess excellent verbal and written communication skills as they prepare word documents, reports on excel and also have superior keyboarding skills.
1. What is your knowledge of administration?
Administration is a very important area in which the primary role of the representative is to keep the external clients and internal departmental employees happy and engaged and assist them by providing all clerical and administrative support. It is all about building a relationship with the client to enhance the reputation and image of the company.
2. What is needed for providing great administrative support?
The main thing in administration is competency based which means that the administrative assistant needs to be people oriented and a great listener. He/ she has to have a professional demeanor at all times and must correctly direct the client call to the concerned departmental employee. In case the concerned employee is not present, he/she should connect the client with another employee in the same department who would be able to assist the client.
3. What do you enjoy the most in the field of administration?
Administrative Assistants for the most part must be a great support to the employees in the department. Their work and role is that of a support team and they should do that as far as possible and understand that their role is critical to the performance of the department and hence the organization. They are required to be friendly by nature, enjoy helping others and understand the pulse of people in general. They need to be empathetic to client’s needs and wants and answer their questions as per that.
4. How would you deal with an angry client?
Dealing with an angry client is something that all administrative assistants who have worked on the role know happens quite frequently and has to be managed in a polite and respectful manner. Patient hearing needs to be given to the client and then their issue should be resolved on an immediate basis. Care should be taken to see that the behavior and language used is respectful at all times.
5. As a client yourself, have you used our company’s products or services? Can you suggest an area for improvement in our administrative support?
Well, this question is being asked for receiving clear and honest feedback and that is exactly what the candidate should give. In a clear and simple manner, describe any experiences which you may have had with the company’s administrative department and give feedback on it.
6. Why should I hire you over other candidates?
In this question, the candidate needs to elaborate on his unique skill sets which make him stand apart from the other candidates like excellent verbal communication skills with an example. Specify with an example a previous incident in which you handled an administrative activity and handled it well.
7. A client complains about a problem with the company’s product or service which you know is true. How will you handle the issue?
It is possible that such a scenario may occur and the key here is to truthfully acknowledge that such an issue exists and your team is working on the resolution for the same. This will calm down the client a little bit and allows you time to look at all possible alternatives for resolution of the issue.
8. What do you do when you don’t have the faintest idea about the response to a question?
The key here is credibility and honesty. Particularly in the event that you have an intricate item or administration, it’s greatly beneficial for an administrative professional to state that “I don’t have the faintest idea, but I will find out for you,” than to give some incorrect data. It also helps that in such a scenario, the call should be transferred to the appropriate departmental representative.
9. How would you gauge your performance as an administrative professional?
Great candidates ought to put the experience of the client and internal departmental employees first; however they ought to likewise be aware of things like call reaction time, tickets resolved, and other different measurements that indicate cost and time savings for the department and hence the organization.
10. Share a situation with me in which you delivered an excellent administrative experience.
Good candidates need to share and describe particular stories of connections and relationships they’ve had with clients and internal department employees. It shows that they truly do identify with the people they’re serving and comprehend the importance of incredible administrative service.