Customer Service Manager Skills Assessment

Customer Service Manager Skills Assessment

Assessment Details
Author
Questions
9
Skills
3
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.   

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 person with strong problem-solving skills is able to find solutions to any difficult situation or issue that may arise. They are valuable assets to a team as no problem ever seems too big to solve, and they can offer strategic and logical solutions to any obstacle.
A candidate who is patient is able to wait for things from other stakeholders without getting frustrated or restless. They are able to tolerate others and the behavior of others without letting it affect them negatively.
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5
Question Type

Question

Patience

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

Communication

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

Question

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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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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