Customer Support Manager Skills Assessment

Customer Support Manager Skills Assessment

Assessment Summary
A Customer Support Manager drives exceptional service for customers, supporting them across all queries, technical incidents or other issues that arise. They may be in charge of leading and developing a team of customer support agents to also provide assistance, resolution and drive outcome-orientated results for customers, promoting customer satisfaction with every interaction. Customer Support is a vital part of the customer relationship building process and Managers need to have strong communication skills, be resolution oriented and people focused.
Skills tested in this assessment
The following assessment will test skills that Customer Support Managers need to be able to provide professional service for customers as well as manage and develop a Customer Support team. Their written and verbal communication skills will be tested, as well as their conflict resolution skills and how they tailor conversations based on the person they are speaking to. The questions will uncover their people management skills, their approach to coaching and developing people and their leadership experience and strategy.
What to test with this assessment
By the end of the assessment you can expect to understand whether the candidate has the skills and experience to build, develop and lead a team of customer focused customer support agents and who will lead by example. You will learn how they uncover and implement process improvements for the department to support customers better and how they collaborate with others.

About the Customer Support Manager Skills Assessment

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

A Customer Support Manager works primarily to lead the entire Customer support team to provide exceptional assistance to customers. They do this by sharing knowledge and ensuring that their team has sufficient training and the resources needed to provide a high standard of support, as well as setting goals ad benchmarks for all team members to strive to achieve.

This Customer Support Manager test assesses whether job candidates can successfully build and lead team members in achieving a Customer Success strategy. This can include having strong communication and organization skills, and being a powerful leader.

Candidates who perform well on this Customer Support Manager skills assessment will have all the technical skills to communicate with all internal and external stakeholders in a professional manner. They will also have the required soft skills to effectively lead their team to achieve set goals. 

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Question Type

Question

Communication

Question Type: Video

In Customer Support, you will often need to tailor your communication to different types of people, including those who aren’t as technically literate as yourself. Can you describe a time you had to tailor your language and communication style to ensure the customer understood the situation fully and to avoid miscommunication?
Question Type

Question

Leadership

Question Type: Audio

Can you talk me through your experience in coaching and mentoring underperforming employees? Explain your approach and style.
Question Type

Question

Organization

Question Type: Text

What type of tools and systems have you used in your customer support career? Which ones have you found work well and what were the benefits from using them?

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