Skills Assessment Library

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

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

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 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

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

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