I applied online, and received an impersonal email the next day with a link directing me to a site where I was to select a time slot for a phone interview (only one day available, and inconvenient times if you're working...). The phone interview was a screening with some simple questions, like do you know what we do, and why do you want to quit your current job. I was then invited for a second interview, at their offices (with the option of Skype). This was very much focused on handling dissatisfied customers, including role play and a written "test". I got the impression that complaints handling is a major part of this position. I got a standard, impersonal reply about a week later informing me I didn't get the job (no personal feedback). The interviewers seemed friendly and professional enough, with the exception of a 15-20 minutes delay for both interviews.

A full day answering questions, role playing, being monitored by trainers, IT skill check, written skills check and an interview. Very long, drawn out process to check who is suitable supposedly.