CX Agent Skills Assessment

CX Agent Skills Assessment

Assessment Summary
A CX Agent, or customer experience specialist, are responsible for keeping track of multiple stages of the customer journey, interacting with customers across differing channels/platforms, and coordinating with internal stakeholders to ensure a smooth customer experience. They listen to and take on customer feedback, liaise with clients (via email and phone) collect data around processes, and liaise internally to continually work on and improve company processes. This assessment contains 9 questions that test the candidate’s organization skills, ability to actively listen to client needs and feedback, and their attention to detail.
Skills tested in this assessment
The skills tested in this assessment for a CX Agent include their ability to build rapport and communicate with customers, and active listen to client queries. You will get a gauge of their organisation skills, as well as their attention to detail and ability to liaise with internal stakeholders to ensure smooth client experiences.
What to test with this assessment
You can expect to learn whether the candidate can be relied upon to communicate effectively with customers, and actively listen. You’ll get a sense of their personality and charisma in the video questions, along with their ability to be organised and fulfil the day to day responsibilities of a CX role. You will see their attention to detail and ability to adapt to internal and external interactions/client needs.

About the CX Agent Skills Assessment

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

A CX Agent works primarily to gather and analyse customer feedback across the customer journey to improve these processes ongoing into the future. 

This CX Agent test assesses whether job candidates can successfully work with multiple stakeholders to understand and improve the customer service experience.  This can include having strong organization and attention to detail skills, as well as their ability to actively listen to others. 

Candidates who perform well on this CX Agent skills assessment will have all the technical skills to be meticulous in their work and pay close attention to details. They will also have the required soft skills to effectively listen to others to collect feedback and make successful changes.

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Question Type

Question

Active Listening

Question Type: Audio

You are on a call with a client, who has told you they have had issues with the last CX rep they dealt with, as they are always late to meetings, and consistently drop the ball/don't resolve their queries. In a short audio, please record your response to this customer.
Question Type

Question

Organization

Question Type: Text

You have just noticed a customer has sent in a question to your company's service inbox, but it has been sitting in the email unanswered for 3 days - it seems like no one has seen their request/it has slipped through. You want to help but you don't know the answer to their query, and you have 4 customers in your queue for actioning. How would you proceed?
Question Type

Question

Attention to Detail

Question Type: Audio

You are speaking with a customer trying to resolve their issue but the system is going very slowly. Please record 3-5 questions you would ask them to build rapport on the phone.

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