Working as a Customer Service Representative at Moss Bros is more than just handling queries and complaints—it’s about creating an exceptional shopping experience that keeps customers returning. Moss Bros, a leading UK menswear retailer, values staff who can deliver professionalism, empathy, and efficiency. A Customer Service Representative typically manages in-store and online queries, assists with purchases, returns, and complaints, and provides expert advice about products and services. The average salary ranges from £20,000 to £25,000 per year, with opportunities for bonuses and career progression within the company.
The role demands excellent communication, problem-solving, and interpersonal skills. It’s a position that blends technical knowledge of products with a genuine passion for helping people, making it an excellent entry or mid-level career in retail. Preparing for your interview with job interview preparation, interview coaching online, and guidance from an experienced interview coach can give you the confidence and clarity to stand out.
25 Customer Service Representative Interview Questions and Answers for Moss Bros
Below, we explore sample opening questions, competency questions, the STAR model, and ending questions to help you perform with confidence. Each answer is tailored to resonate with Moss Bros’ values and retail environment.
Sample Opening Questions and Answers
1. Tell me about yourself
Your answer should briefly highlight your professional background, relevant experience, and passion for customer service.
Example Answer: “I have worked in retail for over three years, specialising in customer engagement and sales support. I enjoy creating positive shopping experiences and have consistently achieved sales targets by understanding customer needs.”
2. Why do you want to work at Moss Bros?
Focus on the brand’s reputation, values, and your alignment with its culture.
Example Answer: “I admire Moss Bros’ commitment to high-quality menswear and excellent customer service. I want to be part of a team where I can combine my passion for fashion and customer engagement to enhance the shopping experience.”
3. What do you know about Moss Bros?
Show you’ve done your research and understand the company’s offerings.
Example Answer: “Moss Bros has been a trusted menswear retailer for over 150 years, offering tailored suits, formal wear, and accessories. I’m impressed by the brand’s focus on quality and customer satisfaction.”
Competency-Based Questions and Answers
4. Describe a time you dealt with a difficult customer
Use the STAR model (Situation, Task, Action, Result).
Example Answer:
Situation: “A customer was unhappy with a delayed order.”
Task: “I needed to resolve the issue promptly and maintain customer satisfaction.”
Action: “I apologised, explained the delay, offered a discount, and expedited delivery.”
Result: “The customer left positive feedback and continued shopping with us.”
5. How do you prioritise tasks during busy periods?
Answer: “I make a checklist of urgent and important tasks, handle immediate customer needs first, and delegate where possible. Staying organised ensures all customers receive prompt service.”
6. Can you provide an example of teamwork in your previous roles?
Answer: “At my previous store, we coordinated to manage a sudden influx of customers during a sale. I helped colleagues restock and guide customers, ensuring a smooth operation and positive feedback.”
7. Tell me about a time you went above and beyond for a customer
Answer: “A customer needed a suit for an unexpected event. I stayed late to locate the right size, arranged tailoring, and personally followed up. They appreciated the extra effort and became a loyal customer.”
8. How do you handle complaints professionally?
Answer: “I listen actively, acknowledge their concerns, provide possible solutions, and ensure follow-up to confirm satisfaction. Remaining calm and empathetic is key.”
9. Describe a time you had to learn a new system quickly
Answer: “When our POS system updated, I took initiative to complete the training modules, assisted colleagues, and ensured customers experienced no disruption.”
10. How do you maintain accuracy under pressure?
Answer: “I double-check orders, remain focused, and use checklists to prevent errors. Keeping calm helps maintain quality service even during busy periods.”
STAR Model in Action
The STAR model is highly recommended for competency questions. Using it clearly shows your Situation, Task, Action, and Result, demonstrating measurable success and professionalism.
11. Give an example of a time you solved a problem creatively
Answer using STAR:
Situation: “Our store ran out of a popular suit size.”
Task: “I needed to meet a customer’s urgent requirement.”
Action: “I checked nearby branches, arranged delivery, and offered an alternative with a discount.”
Result: “The customer left satisfied and praised our proactive service.”
12. Tell me about a time you received negative feedback
Answer: “I was told I could improve product knowledge. I enrolled in online training, asked questions, and shadowed senior staff. My performance improved, and I received positive feedback in the following review.”
Ending Questions and Answers
13. Do you have any questions for us?
Always ask insightful questions about company culture, training opportunities, or growth.
Example Questions:
“What opportunities for career progression are available?”
“How does Moss Bros support ongoing employee training?”
14. How soon can you start?
Answer: “I am available to start immediately and eager to contribute to the team.”
15. Why should we hire you?
Answer: “I bring a strong background in customer service, a passion for retail, and the ability to create memorable shopping experiences that align with Moss Bros’ values.”
Other Key Interview Questions to Prepare
16. How do you handle stressful situations?
Answer: “I remain calm, focus on solutions, and maintain clear communication with both customers and colleagues.”
17. Describe a time when you exceeded a sales target
Answer: “During a promotional period, I identified upselling opportunities, engaged customers with personalised recommendations, and exceeded my sales target by 20%.”
18. What motivates you in customer service?
Answer: “I enjoy helping people, solving problems, and contributing to positive experiences that keep customers returning.”
19. How do you adapt to new policies or procedures?
Answer: “I learn quickly, ask questions when necessary, and ensure I implement changes consistently to maintain service quality.”
20. Tell me about a time you received praise from a customer
Answer: “A client appreciated my patience and attention while finding a suit for their wedding. Their positive feedback was shared with management, reinforcing my commitment to excellent service.”
21. How do you ensure repeat business from clients?
Answer: “By offering personalised recommendations, following up on concerns, and creating memorable experiences that encourage loyalty.”
22. Describe a time you worked under minimal supervision
Answer: “I managed a busy shift alone, prioritising tasks, assisting customers, and ensuring store operations ran smoothly without compromising service quality.”
23. How do you handle difficult colleagues?
Answer: “I remain professional, communicate openly, and seek compromise or escalate issues when necessary to maintain a collaborative work environment.”
24. Can you explain your approach to upselling?
Answer: “I listen to the customer, understand their needs, and suggest complementary items that enhance their purchase without being pushy.”
25. How do you keep yourself motivated in a repetitive role?
Answer: “I focus on the impact I make on customers, set personal goals, and continuously look for ways to improve the experience and my skills.”
Interview Do’s and Don’ts
Do:
Arrive on time and dress appropriately
Prepare with job interview preparation and interview coaching online
Use the STAR model to structure answers
Research Moss Bros’ products, values, and culture
Maintain eye contact and show enthusiasm
Don’t:
Speak negatively about previous employers
Memorise answers word-for-word—stay natural
Interrupt the interviewer
Forget to ask your own questions
Final Coaching Tips
Remember, an interview is a two-way conversation. Prepare thoroughly with interview training and consider guidance from an interview coach to improve confidence and performance. Practising mock interviews, reviewing common questions, and focusing on clear, concise responses can make a huge difference. Stay calm, show enthusiasm, and demonstrate that you understand both the role and Moss Bros’ values.
If you’re ready to take your preparation to the next level, book personalised interview coaching, access interview coaching online, and invest in your success with professional job interview preparation: https://www.interview-training.co.uk/.
