Social Media Customer Care Associate Skills Assessment

Social Media Customer Care Associate Skills Assessment

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.

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.

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Social Media Customer Care Associate Online Test Sample Questions

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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