Skills Assessment Library

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

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 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

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

Enterprise Account Executives are responsible for building strong relationships with clients and prospects to generate demand, interest and revenue opportunities. They must nurture and be consultative in identifying revenue opportunities in typically longer and more complex sales cycles. They must understand pain points, handle objections and be able to cross-sell and upsell. This assessment contains 9 questions that test the candidate’s ability to negotiate, communicate and be empathetic.

• Empathy
• Communication
• Negotiation

Account Executives should possess strong sales experience, honest customer service skills, ability to navigate internal systems to service clients, and be innovative in providing business solutions to existing and potential clients. They should possess abilities to growing existing accounts, and proactively pursue new accounts or business opportunities. This assessment contains 9 questions that test the candidate’s ability to pitch to navigate a busy AE role with a high level of organisation, manage their time effectively, as well as demonstrate their ability to proficiently communicate with existing and potential clients, as well as display empathy.

• Empathy
• Communication
• Organization