Skills Assessment Library

Retail Sales Associates are responsible for working on the sales floor and providing assistance directly to customer. Their duties include greeting customers, managing POS systems, helping customers with products and services and closing sales.mThis assessment contains 9 questions that test the candidate’s knowledge of your product, their natural communication skills and selling capabilities and experience for an RSA role.

• Attention To Detail
• Sales
• Active Listening

Retail Associates are responsible for working on the sales floor and providing assistance directly to customer. Their duties include greeting customers, managing POS systems, helping customers with products and services and closing sales.This assessment contains 9 questions that test the candidate’s active listening, their natural communication skills and attention to detail for an RSA role.

• Communication
• Attention To Detail
• Active Listening

Customer Success Interns are typically the initial point of call between a business and its clients. They help customers with complaints and questions, give customers information about products and services, and can assist with taking orders and data entry. Their duties include greeting customers, answering calls and emails, handling complaints, and assisting with general customer queries. This assessment contains 9 questions that test the candidate’s active listening skills, their natural communication skills and their problem solving abilities to differing client needs and situations.

• Communication
• Problem Solving
• Adaptability

Customer Service Assistants are typically the initial point of call between a business and its clients. They help customers with complaints and questions, give customers information about products and services, and can assist with taking orders and data entry.. Their duties include greeting customers, answering calls and emails, handling complaints, and assisting with general customer queries. This assessment contains 9 questions that test the candidate’s active listening skills, their natural communication skills and their ability to adapt to differing client needs and situations.

• Communication
• Active Listening
• Adaptability

Customer Trainers facilitate on-the-job coaching, developing educational material and organizing training sessions for new customers and internal customer service teams. Customer Service Trainers have use their own experience in customer service to coach employees in a customer relations department or call center for a business. In this job, your duties are to train customer care professionals, monitor their customer interactions, and provide feedback on where they can improve. They may also have to do damage control with demanding customers and work to resolve issues in this position.

• Empathy
• Communication
• Adaptability

The Director of Implementation Services is responsible for applying expert knowledge of the implementation and large project process, providing strategic direction, making decisions and solving complex problems to move the business forward while managing an integrated team of Service Specialists. This role must make tactical day-to-day and long term strategic decisions and is accountable for all activities performed by the team.

• Leadership
• Project Management
• Strategy

The Director of Customer Experience leads the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives. This role is in charge of overseeing the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. By using their leadership and planning skills, they can come up with goals that can help improve customer experience. Those in this high-level position are responsible for overseeing the progress of different departments, ensuring everyone is working to meet these goals and objectives.

• Leadership
• Strategy
• Customer Acquisition/Retention

Implementation Specialists handle the configuration and onboarding of new customers. They are one of the first people the customer interacts with after they have agreed to purchase a product or service and therefore are crucial to the customer-business relationship. Implementation Consultants ensure the customer is set-up with the knowledge and tools to succeed and do so by providing a roadmap of the implementation process, meeting agreed timelines, communicating frequently and clearly, as well as handling the technical configuration.

• Project Management
• Organization
• Adaptability

The Customer Experience Manager's role is to meet the customer's needs to ensure customer loyalty and satisfaction, both online and in store. A CX manager is responsible for bridging the gap between customers and the brand to ensure that the touch points across the customers' journey are engaging, efficient and effective.

• Leadership
• Collaboration
• Customer Acquisition/Retention

Social Media Customer Care Associates are responsible for providing answers to customer queries, through social media platforms related to client products and services . They help customers with complaints and questions, give customers information about products and services, and can assist with amending orders. This assessment contains 9 questions that test the candidate’s problem solving skills, their ability to empathise with differing clients and situations, and their natural communication skills and community engagement.

• Empathy
• Communication
• Community Engagement

Customer Service Managers are responsible for the smooth running of the customer service operations of a business. They coordinate the activity and performance of the team they manager, and are the point of escalation for more difficult customer enquiries. They are required to manage, train, and support their team. This assessment contains 9 questions that test the candidate’s patience, their ability to problem solve effectively, their communication style, along with the ability to adapt to differing staff.

• Communication
• Problem Solving
• Patience

Guest Service Agents assist guests with check-in & check-out processes, provide guests with hotel services information, and accommodate guests during their stay in an attentive, courteous and friendly manner.

• Interpersonal Skills
• Initiative
• Customer Service