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Customer Service

Customer Advocate Skills Assessment

Assessment Category

Customer Service

Customer Advocate Skills Assessment

Assessment Details
Author
Vervoe
Questions
9
AudioText
Skills
3
CommunicationCustomer ServiceEmpathy
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Assessment Summary
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.
Skills tested in this assessment
The skills tested in this assessment for a Customer Advocate include their ability to build rapport and communicate with customers, how they would balance the different parts of a CA, and how they would adapt to particular client interactions and situations. It will also test their ability to be empathetic , utilise strong customer service skills, and communicate clearly and effectively with differing clients and needs.
What to test with this assessment
You can expect to learn whether the candidate can be relied upon to communicate effectively with customers, and solve client problems. You’ll get a sense of their personality and communication style in the video questions, along with their ability to adapt to different types of clients and situations/complaints, whilst utilising empathy and their customer service skills.
SKill Test

About the Customer Advocate Skills Assessment

Want to hire the best Customer Advocate to help your business? Use our expert Customer Advocate skills test to hire the best person and never make another bad hire.

A Customer Advocate works primarily to solve customer complaints and ensures that any issue or complain regarding a product/service is escalated to the correct person to be solved as soon as possible. Their goal is to provide excellent service in an efficient manner, and work to satisfy any pain points that may arise for customers.

This Customer Advocate test assesses whether job candidates can successfully handle any challenges that they are faced with whilst following company processes, and work to assist customers with any issues or questions that they may have. This can include having strong communication and customer service skills, as well as being empathetic. 

Candidates who perform well on this Customer Advocate skills assessment will have all the technical skills to actively assist customers with any questions they have or any assistance that they require whilst in store. They will also have the required soft skills to effectively communicate with all internal and external stakeholders. 

People that have strong communication skills are able to receive and give information to others in both a verbal and written form. Being a strong communicator includes being able to effectively listen and speak to others, allowing candidates to work collaboratively with other team members.
A candidate with customer service skills is able to assist customers to overcome any pain points that they may be experiencing, and work to ensure customers are satisfied with the products and services offered by the company. They aim to ensure customer retention is high, and address all customer needs.
A candidate who is empathetic has the ability to deeply understand the feelings of others. They are able to understand how others may be feeling, and how they respond to specific situations. They acknowledge other people’s feelings and provide support and assistance.
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Customer Advocate Online Test Sample Questions

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Question Type

Question

Communication

Question Type: Text

You have just had a very long customer complaint call, that eventually ended with a customer resolve, but also identified some areas/flaws in the businesses current complaints process. What do you do after this call?
Question Type

Question

Customer Service

Question Type: Audio

You have promised a customer a new feature/product that should have been launched last week. They were very excited and have been waiting for this to be released however, due to issues the launch date has been pushed to 2 months. Please record an audio recording leaving a message for the customer letting them know of the situation.
Question Type

Question

Empathy

Question Type: Text

Why is displaying empathy important on customer complaint calls, and how do you display this?

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Frequently asked questions

Yes, all assessments are fully customizable meaning you can edit a word or two or delete the question and add your own. You can also customize correct answer samples to your exact business specifications.

We offer assessments for any stage of your hiring process.

Top of Funnel: Screen candidates at the top of the funnel with interactive multiple choice questions that include multi media choices. You’ll be able to test knowledge quickly and keep candidates engaged. Assessments are quick to complete ~20min

Mid Funnel: Combine a variety of question types like multiple choice with media, video responses to see how they communicate and a couple of presentation or spreadsheet questions to dig deeper into their technical knowledge. Assessments take ~40min to complete.

Bottom Funnel: A great opportunity to focus on a single outcome and test extensively with a more elaborate question and some documentation around the process. Assessments take ~ 1.5 hrs to complete.

You can completely customize an assessment for your brand including logo, colors and intro videos. You are also able to customize all of the candidate messaging so that it’s unique to your brand and business.

No, Vervoe assessments test for a range of both job specific hard skills and soft skills like communication or attention to detail. This means you’re testing a complete set of skills so you can be confident the candidate you hire not only has the skills to do the job but that culturally and behaviourally they’re the right fit for your business too.

We offer a range of interactive question types including code challenges, presentations, spreadsheets, document uploads, video, audio, multiple choice with media options and more. Each question type is a sample version of the real life tool. For example a code challenge is a snapshot of a live developer environment where a candidate can complete a specific task.
We have an extensive online help center with video and written tutorials to help you get up and running. Our friendly customer success team is also only a question away and can be contacted via our help center.
Yes, all skills assessment are customizable and can be created to simulate a job or task. This provides the ability to test a candidate on real-life skills and abilities required for the role. A unique combination of different types of questions can simulate how a candidate will perform in different scenarios.

Combining a detailed job description with a skills assessment can help to identify the specific skills and knowledge required for a job, and can streamline the candidate selection process. By writing a clear and concise job description, hiring managers can attract the right candidates for each role.

Vervoe's comprehensive recruitment guides provide a competency framework that maps out the core job-related skills and soft skills required for success in the role. A recruitment guide helps understand the hiring process of building the ideal candidate profile, writing an accurate job description based on skills, selecting the ideal candidate, interviewing top performers, and making a job offer.

Vervoe is the most sophisticated skill testing recruitment software on the market. It uses advanced machine learning to create tailored skills assessments that are instantly auto-gradable, allowing companies to test candidates for any skill, and automatically grade their response at any scale.

Vervoe’s automated AI-powered screening leads to 90% reduction in time to hire, and 67% fewer interviews per hire.

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