Skills Assessment Library

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

Relationship Managers are responsible for maintaining connections with clients and partners. While managing existing relationships to ensure products and services continue to meet expectations, Relationship Managers will also seek opportunities to further drive sales within their account portfolio. They must be highly skilled within communication management and demonstrate ability to work cross-functionally with other departments in the business to improve organisational procedures and customer satisfaction. This assessment contains 9 questions that test the candidate’s ability to manage relationships in an organised way and adapt to maintain successful outcomes.

• Communication
• Organization
• Adaptability

A Customer Support Manager drives exceptional service for customers, supporting them across all queries, technical incidents or other issues that arise. They may be in charge of leading and developing a team of customer support agents to also provide assistance, resolution and drive outcome-orientated results for customers, promoting customer satisfaction with every interaction. Customer Support is a vital part of the customer relationship building process and Managers need to have strong communication skills, be resolution oriented and people focused.

• Communication
• Leadership
• Organization

Customer Success Associates are responsible for building and maintaining customer relationships and helping customers see value in their investment. Customer Associates help customers realise value with product and new feature education, training, and providing relevant insights. They ensure customer satisfaction by fielding enquiries via different methods of communication, identify risk and collaborate with other teams to address issues and provide feedback.

• Communication
• Attention To Detail
• Rapport Building