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Customer Support Manager Skills Assessment

Customer Support Manager Skills Assessment

Assessment Details
Author
Questions
9
Skills
3
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. 

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 strong leader will be able to motivate and inspire their employees to produce high quality work and work productively to complete tasks and goals. They make decisions that will achieve business objectives and rally their team to work towards the business vision.
People that have strong organizational skills are able to manage and keep track of many different activities on a daily basis. They are able to effectively plan and complete tasks and projects, and co-ordinate activities in a systematic way.
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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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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 Support Manager provides a competency framework that maps out the core job-related hard skills and soft skills required for success in the Customer Support Manager role. A Customer Support Manager 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.

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