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Customer Service Assistant Skills Assessment

Assessment Category

Customer Service

Customer Service Assistant Skills Assessment

Assessment Details
Author
Vervoe
Questions
9
AudioText
Skills
3
Active ListeningAdaptabilityCommunication
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Assessment Summary
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.
Skills tested in this assessment
The skills tested in this assessment for a Customer Service Representative include their ability to build rapport and communicate with customers, their active listening skills, and how they would adapt to particular client interactions and situations. It will also test their ability to problem solve and navigate difficult scenarios.
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 charisma in the video questions, along with their ability to adapt to different types of clients and situations/complaints.

About the Customer Service Assistant Skills Assessment

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

A Customer Service Assistant works primarily to provide assistance to customers, including answering questions and complaints and providing information on the company and its products/services.  

This Customer Service Assistant test assesses whether job candidates can successfully work with customers to ensure they have the best experience possible with the company and provide a high standard of customer care. This can include having strong communication and adaptability skills, as well as being an active listener. 

Candidates who perform well on this Customer Service Assistant skills assessment will have all the technical skills to adapt to any situation they are put in, and work strategically to solve any customer issues or questions. They will also have the required soft skills to communicate effectively 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 who is adaptable is able to adjust easily to new roles, responsibilities, settings and changes to the business. They are able to modify their behaviors or ideas to adhere to new situations and most importantly, are open to and welcome to change.
It is extremely important for every employee to have strong active listening skills. This will help them to follow directions effectively, and importantly it will help them to be a good team member. Being a good listener will ensure that the employee is able to accurately understand information that is communicated to them, and they will be able to participate in meaningful and strategic business conversations. A candidate with active listening skills will not only hear what someone is saying, but also deeply understand the entire message being communicated.
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Customer Service Assistant Online Test Sample Questions

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Question Type

Question

Active Listener

Question Type: Audio

You are on the phone with a customer who is very irate and angry. What tactics could you use to calm the upset customer?
Question Type

Question

Adaptability

Question Type: Text

Have you ever had to say "no" to a customer request? How did you handle the situation in order to preserve the relationship?
Question Type

Question

Communication

Question Type: Text

Following on from the last question, how would you exemplify your idea of customer service in this role?

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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 guide on how to hire a Customer Service Assistant provides a competency framework that maps out the core job-related hard skills and soft skills required for success in the Customer Service Assistant role. A Customer Service Assistant 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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