Emirates Customer Service Role Interview Oct 2025 ✈️ NEW HireVue Questions + STAR Answers & Tips! — Transcript

Full transcript

1. 0:00Hey everyone, welcome back to my YouTube
2. 0:02channel. First of all, a huge thank you
3. 0:04for all the love on my first video about
4. 0:07Emirates careers and the digital
5. 0:09assessment process for customer service
6. 0:12roles. In that video, I shared six real
7. 0:16higher view questions and recorded them
8. 0:19live within three minutes. Um I made the
9. 0:22first video when I got the assessment um
10. 0:26interview and I decided let's record
11. 0:29myself real time and put it out there
12. 0:32for helping all of the uh aspirants for
13. 0:35this role. Honestly, I am so touched
14. 0:37because some of you reached out to me
15. 0:39personally to say that you have been
16. 0:41selected for the Emirates customer
17. 0:43service role and how my video, my
18. 0:47experience has guided you throughout the
19. 0:49process. So congratulations to you all.
20. 0:52That truly makes me so happy and you
21. 0:54know makes me want to motivate uh others
22. 0:57who are on the same journey. Many of you
23. 1:00confirmed in the comment section from my
24. 1:02first video that the questions are still
25. 1:04the same. But some of you also said that
26. 1:07you are seeing a mix and match of the
27. 1:09first set of questions that I shared and
28. 1:11there are some new questions that you're
29. 1:13seeing now. And some of you also said
30. 1:15the questions have entirely changed. One
31. 1:18of my amazing subscribers was kind
32. 1:20enough to share the new set of questions
33. 1:22that they received while interviewing
34. 1:24for the process. And today in this
35. 1:26video, I am going to help you how to
36. 1:29answer and prepare for these questions.
37. 1:32And not just these questions, today's
38. 1:34video is also going to tell you that
39. 1:36regardless of whatever questions get
40. 1:38thrown at your face during the interview
41. 1:40process, how to frame your answer. I'm
42. 1:44going to help you prepare for these
43. 1:46questions using a very efficient method
44. 1:49that I always use for any interviews
45. 1:51that I am attending and that is the STAR
46. 1:54method. I'm not only going to answer
47. 1:56these latest Emirates questions, but I'm
48. 1:59also going to tell you why exactly these
49. 2:02questions are being asked and how you
50. 2:05can deliver them calmly, confidently,
51. 2:07and professionally just the way Emirates
52. 2:10is expecting from you. If you want to
53. 2:12know in detail about each step of the
54. 2:15digital assessment process, uh the
55. 2:18photograph requirements, the kind of
56. 2:20gains, there are also gains in this
57. 2:22digital assessment, then you need to go
58. 2:25watch my first video which I have done
59. 2:28in real time so you know exactly what to
60. 2:30expect. I'm going to link it in the
61. 2:33description and also at the end of this
62. 2:34video. Before we dive into the
63. 2:36questions, let's talk about what
64. 2:38Emirates is really looking for. They are
65. 2:41looking for individuals, for people who
66. 2:45can stay calm under pressure, who can
67. 2:49show genuine empathy and warmth, people
68. 2:54who can be adaptable and who can handle
69. 2:57lastm minute changes. People who can
70. 3:00communicate professionally and most
71. 3:03importantly people who can show teamwork
72. 3:07and integrity. So these are the let's
73. 3:11say the principles or the values that
74. 3:13they are looking for uh when
75. 3:16interviewing for the candidate for
76. 3:18customer service roles. So each of the
77. 3:21questions that you're going to see in
78. 3:22the hire view interview that they're
79. 3:24going to ask is actually for identifying
80. 3:27these traits. They want to see if the
81. 3:30individual that they want to hire for
82. 3:32customer service role whether or not
83. 3:34they possess these traits or not. Now
84. 3:36let's talk about the star method because
85. 3:38we we are going to answer each questions
86. 3:41using that method. So if you use the
87. 3:43star method you will never get lost.
88. 3:46Let's begin with the questions. Before
89. 3:47we start I would like to remind you that
90. 3:49this is this will be a recorded um
91. 3:52interview and the recording only starts
92. 3:56when you press the record button. Now,
93. 3:58you're going to go and see my first
94. 4:00video and learn exactly how I did it
95. 4:04because I've explained it in detail
96. 4:06because today we're just going to talk
97. 4:08about questions and how you can frame
98. 4:10the answers. Okay? And the time limit
99. 4:13for answering each question is 3
100. 4:15minutes. You are not required to, you
101. 4:18know, be talking for 3 minutes. If you
102. 4:20are finishing under uh 1, one and a half
103. 4:24minute, 2 minutes, that is completely
104. 4:26okay. Once you record yourself, you can
105. 4:29preview it before submitting it. Let's
106. 4:32go ahead and look at the first question.
107. 4:35Please recall a time you were faced with
108. 4:37multiple changes or different requests
109. 4:40throughout a shift that required you to
110. 4:43adjust what you were doing. Share with
111. 4:46us the situation, the action that you
112. 4:50took and the outcome. How did you feel
113. 4:53about that constant change? [snorts]
114. 4:56Now before you go ahead and answer this
115. 4:58question, I need you to understand why
116. 5:01they're asking this question. What
117. 5:03exactly should you be telling them and
118. 5:05what points you should be using so that
119. 5:08you can, you know, frame your questions
120. 5:09and hit the bullseye. Now why Emirates
121. 5:12is asking this particular questions?
122. 5:14What Emirates is looking for is they
123. 5:16want to identify that trait. uh they
124. 5:20want to see how flexible and organized
125. 5:23you can be when there are unexpected
126. 5:26changes. Now, why would they
127. 5:28[clears throat] ask this question? Well,
128. 5:29in an airport setting, there are always
129. 5:32changes that come along unexpectedly.
130. 5:34So, they want to test their candidates
131. 5:36to see if they can, you know, if they
132. 5:39they have that sort of experience where
133. 5:41they have dealt with something like that
134. 5:43um in the past. Uh so they're basically
135. 5:46seeing if you're flexible or organized.
136. 5:48So how would you answer this question?
137. 5:50I'm going to frame these questions based
138. 5:52on my experience. I'm from property
139. 5:54management background. So I will be
140. 5:56answering in um that context. But since
141. 5:59it's a customer service role, if you
142. 6:01have previous experience from any
143. 6:03customer service, um feel free to tweak
144. 6:06these answers and make it about
145. 6:08yourself. But remember, we're going to
146. 6:10use the STAR method. Okay, let's go. So,
147. 6:15how how would I answer this? Okay, so I
148. 6:18would look straight in the camera like
149. 6:20that and I will sit like this. Remember,
150. 6:24not all of your body is seen, okay? Only
151. 6:26half of this is seen. So, you have to
152. 6:28dress professional. Um, if you're if
153. 6:31you're a lady, put your hair on a bun
154. 6:33and just go for it. So, look in the
155. 6:36camera, turn on recording. in property
156. 6:39management. Um, I had several apartment
157. 6:43inspections scheduled when two urgent
158. 6:46maintenance issues came up unexpectedly.
159. 6:50I quickly reassessed my priorities. I
160. 6:54informed the tenants about whatever
161. 6:56minor delays that would take place and I
162. 6:59also coordinated with my team to handle
163. 7:02the urgent request first. I also
164. 7:05adjusted uh my own schedule to make sure
165. 7:09all inspections were completed on time.
166. 7:13All the tasks were finished um
167. 7:15efficiently and the tenants were
168. 7:17satisfied. Um and I felt more confident
169. 7:20managing the change under pressure. Um,
170. 7:23this experience taught me to stay uh
171. 7:27calm and composed and solution focused
172. 7:30exactly what's needed in a busy airport
173. 7:33environment where things can change at
174. 7:35any moment.
175. 7:38You'll see how I answered that.
176. 7:41Very simple, very neat. And in the end,
177. 7:44I told them why they should hire me.
178. 7:46Because I can handle pressure, I can be
179. 7:48calm, and I can be organized. Did you
180. 7:51see my body language while I was
181. 7:53answering that? Like this. I can use my
182. 7:56hands. It shows that you're expressive.
183. 7:59I am wearing a decent smile on my face.
184. 8:02Uh not too much, not overexpressing
185. 8:06myself. You also noticed that I'm using
186. 8:08the regular pauses. It doesn't look like
187. 8:11a mugup answer where, you know, I have
188. 8:13already uh memorized some answer. I'm
189. 8:15just repeating it like a parrot. No, I'm
190. 8:17taking my pauses. I'm doing my um a H
191. 8:20okay it's looking as it's sounding as
192. 8:23natural as I can be. So this is how you
193. 8:25should be be yourself talk confidently
194. 8:28and most importantly be natural. Okay.
195. 8:32Tell us about a situation where you
196. 8:34effectively handled a dissat
197. 8:36dissatisfied customer using compassion
198. 8:39and empathy. Please describe the
199. 8:41situation, your actions and the outcome.
200. 8:45Now [snorts] why Emirates is asking this
201. 8:47question? because they want to see how
202. 8:50this candidate can turn a frustrated
203. 8:53customer uh into a happy one. So
204. 8:55basically they want to see how you can
205. 8:57turn uh turn frustration into trust.
206. 9:00That's the key quality in any customer
207. 9:03service individual because we have this
208. 9:05we have to have this attitude that the
209. 9:07customer is always right. So let's go
210. 9:09ahead and answer this question. You're
211. 9:11going to sit like that again and you're
212. 9:14going to be like upright. Okay.
213. 9:17A tenant once called very frustrated
214. 9:20about their maintenance request uh
215. 9:23because it had been delayed. I listened
216. 9:25carefully, acknowledged their
217. 9:28frustration and apologized
218. 9:31sincerely. Then I coordinated with the
219. 9:34maintenance team uh to get resolved that
220. 9:37same day and I also kept the tenant
221. 9:40updated throughout the process. Um, by
222. 9:43the end they appreciated my calmness and
223. 9:46communication. That moment reminded me
224. 9:50how uh showing even a little empathy and
225. 9:54ownership can completely change a
226. 9:56customer's experience. Give an example
227. 9:58of a time you witnessed someone you work
228. 10:00with acting against established rules,
229. 10:03policies, procedures or safety
230. 10:05protocols. What actions did you take and
231. 10:08what were the results? Now [snorts] why
232. 10:10Emirates is asking this question?
233. 10:13Emirates value safety and integrity and
234. 10:16they want to check, they want to test
235. 10:17you if you will always do the right
236. 10:20thing. So how do we answer this
237. 10:22question?
238. 10:26Um [clears throat]
239. 10:28I once saw a contractor entering a
240. 10:31property without proper safety gear
241. 10:34which could have led to an accident. Uh
242. 10:37what I did was I immediately reminded
243. 10:39him of the safety rules and I told him
244. 10:42to pause the work until he complied and
245. 10:45I also informed my immediate supervisor.
246. 10:48Later I helped organize a quick safety
247. 10:51refresher for the team because I wanted
248. 10:53to make sure even if I'm not there um
249. 10:56the safety protocol is always followed.
250. 10:59So I took the initiative to put together
251. 11:02um a safety binder. This improved
252. 11:05compliance and made everyone more aware
253. 11:08of the safety standards. It showed me
254. 11:12that speaking up even when it's
255. 11:16uncomfortable creates a more safer and
256. 11:19more professional workplace. Great
257. 11:21service is about ensuring customer
258. 11:23satisfaction. Describe a time you turned
259. 11:27an unsatisfied customer into a satisfied
260. 11:32customer. Please describe the situation,
261. 11:35your actions, and the outcome. So, we're
262. 11:37talking about great customer service.
263. 11:39That's exactly why they want to hire
264. 11:41you.
265. 11:42So, one client was upset because their
266. 11:45lease paperwork was delayed affecting
267. 11:48their move in date. They were very
268. 11:50frustrated over the phone calls. So I
269. 11:53immediately took the ownership and I
270. 11:56coordinated with my administrative and
271. 11:58with my legal teams and I personally
272. 12:01delivered the paperwork the same day.
273. 12:04What I did afterwards is I followed up
274. 12:07to ensure everything went smoothly
275. 12:10because it's one thing to get the task
276. 12:12done but I always believe in getting the
277. 12:15client feedback. So, I um went above and
278. 12:18beyond and made sure that I do the
279. 12:20follow-up calling, make sure everything
280. 12:22is smooth. Uh the client appreciated my
281. 12:25effort and decided to renew their lease
282. 12:27with us. This experience taught me the
283. 12:31importance of taking the initiative,
284. 12:34communicating clearly, and following
285. 12:36through.
286. 12:38Tell us about a time you struggled with
287. 12:40or were overwhelmed by a new or
288. 12:42difficult challenge at work.
289. 12:45Please describe the situation, your
290. 12:47actions and the outcome.
291. 12:50When our office introduced a new
292. 12:52software system, I initially found it
293. 12:55overwhelming uh to manage my tasks and
294. 12:59you know to to learn it at the same
295. 13:01time. So I decided to stay after hours
296. 13:04for a few days and watched some
297. 13:06tutorials on my own and practiced until
298. 13:09I was confident and within a week I
299. 13:12became very comfortable and I even
300. 13:15helped train a few colleagues and this
301. 13:18showed me that persistence and
302. 13:21willingness to learn are the key to
303. 13:23adapting. Doing the right thing is not
304. 13:26always easy. Tell us about a time when
305. 13:28you chose that you thought was the most
306. 13:31ethical course of action even though
307. 13:33there were other easier options. Please
308. 13:36describe the situation, your actions,
309. 13:38and the outcome.
310. 13:40Okay, you know why they're asking you
311. 13:43this question? They're asking you, well,
312. 13:46there was an easy way to get the work
313. 13:48done, but you know, there are some rules
314. 13:51in the book. There are some policies
315. 13:53that the staff must always abide by. So,
316. 13:57did you go for the easier way or will
317. 14:00you value the company's vision, mission,
318. 14:04and the rule book? So, let's see how we
319. 14:07answer that.
320. 14:09Well, a client once offered me um a
321. 14:12personal incentive to speed up their
322. 14:15paperwork.
323. 14:16I politely declined, explained that it
324. 14:20would be against company policy and I
325. 14:22immediately informed my manager to
326. 14:24maintain the transparency.
327. 14:26This client respected my honesty and our
328. 14:30working relationship continued
329. 14:32positively. This experience really
330. 14:35enforced the importance of integrity. I
331. 14:38know I had easier ways. If I had
332. 14:40accepted that personal incentive, maybe
333. 14:42you know the workload on me would have
334. 14:45reduced but um I feel like I am the face
335. 14:48of a certain organization and it's my
336. 14:51responsibility to uphold those values.
337. 14:55Um, and I decided to go by the book. Not
338. 14:58only impressed the client, um, as well
339. 15:01as my manager at the time, but also, uh,
340. 15:06built a long-term trust, uh, with my
341. 15:10organization.
342. 15:13So, that's it. These are the latest
343. 15:15Emirates interview questions, and this
344. 15:17is exactly how you can answer them using
345. 15:20the STAR method. Remember, Emirates is
346. 15:24not just listening to your questions.
347. 15:26They are not going to verify whatever
348. 15:28you're saying out there. Is it true? Is
349. 15:30it a true true story or not? Or are they
350. 15:32making them up? All they're going to see
351. 15:36is your attitude, your communication
352. 15:39style, and your professionalism. Now, if
353. 15:42you're from any customer service field,
354. 15:45feel free to tweak these answers and
355. 15:48make them your own. fit them into your
356. 15:50own scenarios. When you're dealing with
357. 15:53customers, there are hundred stories
358. 15:55that you can play around, build around,
359. 15:57because of course, if you're applying
360. 15:59for this role, you have to be prepared
361. 16:03to deal with some angry, frustrated
362. 16:06customers, right? And the STAR method
363. 16:09works beautifully in any scenario. Video
364. 16:12helped you, please do like, share,
365. 16:14comment, and subscribe to my YouTube
366. 16:16channel. And do not forget to reach out
367. 16:18to me uh personally and let me know if
368. 16:21you have succeeded in getting that dream
369. 16:24role of yours.
370. 16:27Stay tuned for another video which is
371. 16:29going to talk about how to make an ATS
372. 16:31friendly resume for customer service
373. 16:33role for Emirates careers. Thank you so
374. 16:36much for watching and best of luck for
375. 16:39your interview. You've got this.