Working as a Customer Service Assistant at TotalEnergies petrol stations is a rewarding role that blends excellent customer interaction with operational efficiency. This role involves welcoming customers, assisting with fuel and convenience store purchases, handling payments, ensuring safety standards, and promoting a positive brand experience. The salary for a Customer Service Assistant at TotalEnergies typically ranges from £10 to £12 per hour, depending on experience and location, with opportunities for career progression within the company.
Landing an interview for this position requires preparation and confidence. In this guide, we provide 25 fully explained interview questions and answers designed to help you shine, including sample opening questions, competency questions using the STAR model, and ending questions. We also provide interview tips, do’s and don’ts, and guidance from an experienced UK career coach.
1. Tell me about yourself
This is a classic opening question to ease you into the interview. Keep it concise, professional, and relevant to the role.
Sample Answer:
“I am a motivated individual with over two years of experience in customer service roles. I enjoy engaging with people, resolving queries efficiently, and ensuring a positive customer experience. I am particularly interested in joining TotalEnergies because of its strong reputation in energy and retail services.”
2. Why do you want to work at TotalEnergies?
Demonstrate your knowledge of the company and enthusiasm for the role.
Sample Answer:
“I admire TotalEnergies’ commitment to sustainability and customer satisfaction. I want to contribute to creating an exceptional customer experience and be part of a company that values innovation and staff development.”
3. What makes you a good fit for this role?
Highlight your skills and experience relevant to customer service.
Sample Answer:
“I am highly organised, reliable, and enjoy helping people. I have experience handling transactions, managing stock, and providing solutions to customer queries, which I believe aligns well with the Customer Service Assistant role.”
4. How do you handle a difficult customer?
Employ the STAR model (Situation, Task, Action, Result) for competency answers.
Sample Answer:
Situation: A customer was upset about a long queue.
Task: My responsibility was to resolve their frustration quickly.
Action: I calmly listened to their concerns, apologised for the delay, and offered assistance to expedite their purchase.
Result: The customer left satisfied, praising the friendly and efficient service.
5. Describe a time when you went above and beyond for a customer
Sample Answer using STAR:
Situation: A regular customer needed a product that was out of stock.
Task: Ensure the customer felt valued despite the unavailability.
Action: I checked stock at nearby branches and arranged delivery to their home.
Result: The customer appreciated the proactive service and became a loyal client.
6. How do you manage stress during busy shifts?
Sample Answer:
“I prioritise tasks, stay organised, and take short moments to reset when possible. Focusing on one customer at a time ensures quality service even during peak hours.”
7. Can you work flexible hours, including weekends and evenings?
Sample Answer:
“Yes, I understand that TotalEnergies operates seven days a week, and I am happy to work flexible hours to support the team and maintain customer satisfaction.”
8. How would you ensure safety in the petrol station environment?
Sample Answer:
“I follow all health and safety guidelines, including spill management, safe handling of fuel, and reporting hazards. Safety for customers and staff is always my top priority.”
9. Give an example of teamwork in your previous job
Sample Answer using STAR:
Situation: During a busy morning shift, the queue built up quickly.
Task: Support my team to manage the workload efficiently.
Action: I coordinated with colleagues to divide tasks and assisted where needed.
Result: We managed the rush smoothly, and customer satisfaction remained high.
10. How do you handle cash and card transactions accurately?
Sample Answer:
“I ensure all transactions are checked twice, follow company procedures for handling money, and reconcile tills at the end of shifts to prevent errors.”
11. What would you do if a customer tried to return an item without a receipt?
Sample Answer:
“I would politely explain the store policy, offer alternatives such as store credit or an exchange, and ensure the customer feels heard and valued.”
12. How do you prioritise tasks during busy periods?
Sample Answer:
“I assess urgency, address customer needs first, and communicate with colleagues to ensure tasks are handled efficiently without compromising service quality.”
13. Tell me about a time you received negative feedback
Sample Answer using STAR:
Situation: A customer complained about slow service.
Task: Improve my performance to meet expectations.
Action: I reflected on the feedback, adjusted my workflow, and worked on anticipating customer needs.
Result: Service speed improved, and future feedback was positive.
14. How would you promote products at TotalEnergies?
Sample Answer:
“I would highlight product benefits during transactions, answer questions proactively, and suggest relevant promotions without being pushy, ensuring customers feel informed and valued.”
15. What motivates you in customer service?
Sample Answer:
“I enjoy helping people, solving problems, and creating positive experiences. Knowing I’ve made a customer’s day easier motivates me to perform my best consistently.”
16. Describe a situation where you handled multiple customers simultaneously
Sample Answer using STAR:
Situation: Two customers needed assistance at the same time.
Task: Ensure both were served promptly.
Action: I acknowledged both, quickly prioritised tasks, and provided support efficiently.
Result: Both customers received excellent service and left satisfied.
17. What do you know about TotalEnergies’ products and services?
Sample Answer:
“TotalEnergies offers fuel, convenience store items, and services such as car washes and loyalty programs. The company is also focused on sustainability and alternative energy solutions.”
18. How do you handle repetitive tasks?
Sample Answer:
“I stay focused, find small ways to improve efficiency, and maintain a positive attitude to ensure every task is completed accurately and with care.”
19. What do you do if you notice a colleague making an error?
Sample Answer:
“I approach the situation respectfully, offer assistance or guidance, and ensure any issues are corrected promptly to maintain safety and service standards.”
20. How would you deal with a customer complaint about fuel quality?
Sample Answer:
“I would listen to the customer, apologise, follow company procedures for reporting the issue, and ensure the customer receives a satisfactory resolution.”
21. Why is teamwork important at TotalEnergies?
Sample Answer:
“Teamwork ensures shifts run smoothly, customers receive consistent service, and safety protocols are maintained. Working together creates a positive and efficient workplace.”
22. How do you stay motivated during quiet periods?
Sample Answer:
“I use quieter moments to restock shelves, clean, or organise workstations, ensuring the environment is ready for busy periods and maintaining productivity.”
23. Describe your ideal work environment
Sample Answer:
“I thrive in a friendly, structured environment where teamwork, respect, and customer satisfaction are valued, such as at TotalEnergies.”
24. Do you have any questions for us?
Always have questions prepared to show interest and engagement.
Sample Answer:
“What opportunities for growth and development are available for Customer Service Assistants at TotalEnergies?”
25. How do you handle challenging or unexpected situations?
Sample Answer:
“I remain calm, assess the situation, communicate effectively with colleagues, and take appropriate action to resolve the issue while maintaining excellent customer service.”
Do’s and Don’ts for Your Interview
Do’s:
Dress professionally and arrive on time.
Research TotalEnergies and understand the role.
Use the STAR method for competency questions.
Be positive, confident, and courteous.
Prepare questions to ask the interviewer.
Don’ts:
Avoid speaking negatively about previous employers.
Don’t exaggerate your experience or skills.
Avoid interrupting the interviewer.
Don’t rely on rehearsed answers; be authentic.
Final Interview Coaching Tips
Remember, preparation is key. Practising with an interview coach or engaging in interview coaching online can dramatically improve your confidence. Focus on clear communication, professional body language, and providing examples of your skills using the STAR model. Don’t forget to stay upbeat and enthusiastic about the opportunity to join TotalEnergies.
By following these tips and reviewing the 25 questions and answers provided, you are well on your way to succeeding in your job interview preparation. For those wanting extra support, personalised interview training is available to refine your answers, practice real-life scenarios, and increase your chances of landing the role.
Take the next step in your career by booking an appointment with an interview coach today and transform your preparation into success.
