Online Research and development assessment

Customizable Customer Service and Support Skill Assessment Tests

The customer service and support department represents the face of the business, focusing on resolving customer queries and complaints promptly and effectively. Hiring the right personnel is essential to ensure quality service. Skillrobo enables HR teams to evaluate candidates through online Customer Service and Support skills assessment tests, ensuring role-based screening of both job-related abilities and essential personality traits.
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Key Skills of Customer Service and Support Personnel

Skillrobo evaluates key skills of customer service personnel

Communication

Strong verbal and written communication skills are essential for interacting clearly and professionally with customers.

Problem solving

Must be able to quickly identify issues and provide efficient, practical solutions to customer concerns.

Listening skills

Attentive listening helps understand customer needs accurately and respond with appropriate, relevant information or assistance.

Empathy

Genuine empathy allows agents to connect with customers and handle concerns with care and understanding

Product knowledge

Comprehensive understanding of products or services is crucial for offering accurate, helpful support to customers.

Key Functions of Customer Service and Support

Roles in Customer Service and Support

Customer Service Representative
Customer service representatives resolve issues, take orders, handle returns, and proactively provide information about the company’s offerings.
Call Center Agent
Answering inbound calls, resolving complaints, processing transactions, and generating customer interest in products offered by the company are their responsibility.
Customer Service Supervisor
Overseeing the work of junior customer service representatives and successful onboarding and training of new service agents are part of their job
Customer Service Manager
Supervision of customer service teams, successful onboarding, training of new hires, and contributing to the hiring process are their duties
Customer Support Engineer

They specialize in troubleshooting technical issues with the product or services by researching, diagnosing, and identifying solutions.

 
Customer Support Representative
Responding to customer’s queries and resolving the product or services issues is part of customer support representative work.
Customer Success Manager
They focus on long term business success by building strong customer relationships and helping them realize the full potential of the company’s offerings

Evaluating for Customer Service and Support Roles

The customer service and support department plays a crucial role in business growth and sustainability. Handling customer queries and resolving complaints requires good product/service knowledge and soft skills like empathy, resourcefulness, and problem-solving abilities. Skillrobo is a comprehensive pre-employment skill assessment test that covers a wide range of skills based on roles across various industries.

The fully customizable skill library in Skillrobo allows the HR team to create tailor-made skill assessments. The online Customer Service and Support Skills Assessment tests come with fraud and cheating prevention features.

Skillrobo helps evaluate:

  • Communication skills: – both verbal and written communication skills are tested

  • Interpersonal skills: – personality traits like empathy, resourcefulness, etc. are tested

  • Problem solving skills: – problem solving skills for resolving customer issues are tested

  • Cognitive ability: – ability to comprehend the customer issue is tested

Key Differentiators

1

Fully customizable skill library

Skillrobo’s pre-employment tests can be fully customized based on candidate roles and required skill levels. The customer service assessment evaluates communication, empathy, problem-solving, and other key skills essential for customer-facing roles.

2

Safe and Secure browser environment:

Customer service assessments are conducted in a secure browser environment that tracks user activity. This ensures test integrity by detecting and preventing any form of cheating, fraud, or external assistance during the test session.

3

Online assessments

Skillrobo enables customer service tests to be sent via email links. Candidates can take the test anytime, from anywhere, ensuring flexible evaluation. This makes the hiring process faster, remote-friendly, and more efficient.

4

Reporting and Analytics

Instant performance reports are generated post-assessment, providing insights on cognitive skills, behavioral traits, and job-related competencies. These detailed analytics help hiring teams make faster, data-backed decisions in selecting the right candidates.

Objective and Efficient Hiring with SkillRobo

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