Skills Assessment Library

Support Team Leads are in charge of supervising a customer support team. They are responsible for motivating and leading the team, they assist with customer support to resolve complaints, answer questions, and work to improve team performance and drive efficiency and organisational goals. This assessment contains 9 questions that test the candidate’s ability to utilise organisational skills and encourage their team to adopt these skills, communicate effectively and efficiently with their team members, and display leadership qualities to motivate their team.

• Communication
• Leadership
• Organization

A CX Agent, or customer experience specialist, are responsible for keeping track of multiple stages of the customer journey, interacting with customers across differing channels/platforms, and coordinating with internal stakeholders to ensure a smooth customer experience. They listen to and take on customer feedback, liaise with clients (via email and phone) collect data around processes, and liaise internally to continually work on and improve company processes. This assessment contains 9 questions that test the candidate’s organization skills, ability to actively listen to client needs and feedback, and their attention to detail.

• Attention To Detail
• Organization
• Active Listening

Customer Advocates core objective is to enhance existing complaints processes, and ensure customer complaints are escalated - as well as responded to within specified timeframe. They are responsible for resolving complex customer queries, and processing complains or issues regarding products or services. This assessment contains 9 questions that test the candidate’s communication skills, their natural empathy, ability to utilise interpersonal skills and adapt to differing client needs and situations.

• Empathy
• Communication
• Customer Service

Customer Support Specialists are responsible for resolving customer queries, and processing complains or issues regarding products or services. They help customers with complaints and questions, give customers information about products and services, and can be required to assist with guiding customers through product or service functionality. This assessment contains 9 questions that test the candidate’s communication skills,, their natural empathy, ability to utilise interpersonal skills and adapt to differing client needs and situations.

• Empathy
• Communication
• Interpersonal Skills

Customer Service Representatives 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 problem solving skills, their natural communication skills and selling capabilities and ability to adapt to differing client needs and situations.

• Communication
• Problem Solving
• Adaptability

Retail Sales Assistants 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 knowledge of your product, their natural communication skills and selling capabilities and experience for an RSA role.

• Communication
• Sales
• Product Knowledge

Contact Centre Representatives are responsible for receiving inbound communication (phone calls, emails, live chat, support tickets etc.) in relation to customer services across a range of departments such as orders, product or service enquiries, quotes and issue resolution. A contact centre representative is also responsible for maintaining relevant notes and documents on customer enquiries. Utilising and adhering to strict company processes and procedures to achieve service level standards.

• Empathy
• Communication
• Active Listening

Call Centre Supervisors are responsible for overseeing a team of support representatives who assist customers with queries or issues relating to products and/or services. As the Supervisor, they will often be the escalation point who handle customer communications who’ve unusual requests that can’t be rectified by the call centre representative, or that have come through unsatisfied with the efforts of the agent. They’re also responsible for ensuring the team collaborates and adheres to company processes and procedures to achieve service level standards.

• Communication
• Leadership
• Collaboration

Customer Service Agents are the front line of support for clients and customers of an organisation. They help ensure that customers are satisfied with products, services, and features and utilise exceptional communication skills to support customers with their queries, providing helpful information as well as responding to complaints. This assessment contains 9 questions that test the candidate’s ability to communicate effectively with customers in all forms, and how they go about resolving conflicts to ensure great service outcomes.

• Communication
• Conflict Resolution
• Active Listening

Client Relations Specialists are responsible for generating momentum with potential new customers, managing the ongoing needs of existing clients, and advancing the sales process. They must possess strong customer service and communication skills that afford them confidence to build, maintain and strengthen a company's relationship with a client. Client Relations Specialists help to ensure correct communication occurs between client and sales team, often making recommendations to improve the entire sales process and therefore increasing spend with new prospects and existing customers. This assessment contains 10 questions that test the candidate’s ability to acquire and retain customers, customer service ability and their communication skills.

• Communication
• Customer Service
• Customer Acquisition/Retention

Implementation Managers handle the configuration and onboarding of new customers as well as potentially leading a team of Implementation Consultants. 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 Managers will lead by example, driving excellence within their team through coaching and mentoring, while managing their own projects simultaneously.

• Leadership
• Project Management
• Influence

Implementation Consultants 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
• Influence