Phone interview first, which is the easy part, just ask some general question like what's a good service that you think, how you handle stress, how you handle angry customers? Then group interview. Hard part. Five people in a group. introduction-career journey-why td. Then presentation-separate in two groups and give each group a situation to solve-each people get chance to speak. Most difficult part is role play-each people random pick a note and solves problem on it- interviewers act as the strict customer. Finally, an individual interview only two questions- Express one situation that you take over one mistake and how do you solve it and what did you learn from it- Express a situation that you communicate to customers with a wrong message and how do you solve it and how do you learn from it. The process is all fun. Interviewers are really nice but because I don't have any experience of solving problems about the credit card, my roleplay is a disaster....sad face :( and I'm waiting for the result so hope lucky.