Customer Service Manager Skills Assessment

Customer Service Manager Skills Assessment

Assessment Summary
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.
Skills tested in this assessment
The skills tested in this assessment for a Customer Service Manager include their ability to communicate effectively with their team, and their capability to solve problems (team and client related) their patience, and how they would adapt their leadership style to particular staff interactions and situations.
What to test with this assessment
You can expect to learn whether the candidate can be relied upon to communicate effectively with their team, and solve client and team problems. You’ll get a sense of their personality and communication style in the video questions, as well as their ability to be patient when managing differing personality types, or navigating difficult client escalations/scenarios.

About the Customer Service Manager Skills Assessment

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

A Customer Service Manager’s main responsibility is to oversee and lead the customer service function of a business. They motivate their team to provide a high quality of customer service assistance to all customers in a friendly, professional and efficient manner.   

This Customer Service Manager test assesses whether job candidates can manage a customer service team and successfully answer all customer enquiries. This can include having strong problem solving and communication skills, as well as being patient. 

Candidates who perform well on this Customer Service Manager skills assessment will have all the technical skills to provide effective assistance to all customers and solve any issue that may arise. They will also have the required soft skills to communicate with all internal and external stakeholders.   


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Question Type



Question Type: Audio

Imagine that a member of your team is not meeting KPIs/call times. How would you work with them to move them towards hitting the mark more consistently?
Question Type



Question Type: Text

Imagine you are writing a new policy for the team which involves a bonus if 90% of their calls are resolved on the first call. Draft the policy below.
Question Type


Problem Solving

Question Type: Audio

Can you tell me about a time when you have dealt with a difficult work situation with a team member? What was the issue, how did you approach it, and what was the outcome?

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