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Social Media Customer Care Associate Skills Assessment

Assessment Category

Customer Service

Social Media Customer Care Associate Skills Assessment

Assessment Details
Author
Vervoe
Questions
9
AudioText
Skills
3
CommunicationCommunity EngagementEmpathy
Use Assessment Template
Assessment Summary
Social Media Customer Care Associates are responsible for providing answers to customer queries, through social media platforms related to client products and services . They help customers with complaints and questions, give customers information about products and services, and can assist with amending orders. This assessment contains 9 questions that test the candidate’s problem solving skills, their ability to empathise with differing clients and situations, and their natural communication skills and community engagement.
Skills tested in this assessment
The skills tested in this assessment for a Social Media Customer Care Associate include their ability to build rapport and communicate with customers, It will show their level of empathy, and community engagement. It will also test their ability to problem solve and navigate difficult scenarios.
What to test with this assessment
You can expect to learn whether the candidate can be relied upon to communicate effectively with customers, and solve client problems. You’ll get a sense of their personality, natural empathy skills, and their community engagement.
SKill Test

About the Social Media Customer Care Associate Skills Assessment

Want to hire the best Social Media Customer Care Associate to help your business? Use our expert Social Media Customer Care Associate skills test to hire the best person and never make another bad hire.

A Social Media Customer Care Associate’s main responsibility is to provide support to customers via social media channels. They also gather and analyse customer feedback and pass this information on to other team members in order to make improvements to the products/services.    

This Social Media Customer Care Associate test assesses whether job candidates can communicate effectively with customers to help them overcome any issues they are facing and help answer any of their questions. This can include having strong empathy and communication skills, as well as community engagement. 

Candidates who perform well on this Social Media Customer Care Associate 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 candidate who is empathetic has the ability to deeply understand the feelings of others. They are able to understand how others may be feeling, and how they respond to specific situations. They acknowledge other people’s feelings and provide support and assistance.
Candidates who can effectively engage with the community are able to utilize resources to interact with current and potential customers to promote their products and services as well as provide assistance and answer any questions.
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Social Media Customer Care Associate Online Test Sample Questions

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Question Type

Question

Empathy

Question Type: Audio

Using a short audio, can you tell me how you would you deal a with a very angry customer who just purchased a new product from your company and the product is not working the way it is supposed to? What skills would you utilise to ensure not only calming down the client, but resolving the query?
Question Type

Question

Communication

Question Type: Audio

In an audio, can you tell me about a time in a previous role where you had a client situation where they were initially very angry/frustrated, but you managed to turn the interaction into a positive one and solve their query?
Question Type

Question

Community Engagement

Question Type: Text

You have just started with the business as their Social Media Associate. They have admitted they have very little online presence as this has fallen to the wayside since business picked up, and they want to push their brand more widely in the coming months, without spending money. Having a general online presence is a focus. What are some basic ways you could do this? And what platforms would you utilise?

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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.

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