Customizable Customer Service and Support
Skill Assessment Tests
The customer service and support department is the face of the business. Efficient and quick handling of customer queries and complaints is the main focus of this department. SkillRobo helps hire the right customer service personnel with the skills and personality traits required for the role. Online Customer Service and Support skills assessment tests allow convenient test administration for the HR department.
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Key Skills of Customer Service and Support Personnel
SkillRobo evaluates key skills of customer service personnel
Key Functions of Customer Service and Support
Resolving customer queries/complaints:
customer service executives handle customer queries and complaints. They need to be good listeners who pay attention to minute details provided by the customer.
Onboarding Assistance:
some organizations outsource their onboarding process to customer support groups. These groups provide complete guidance on the onboarding process for vendors, new hires, and new customers.
Troubleshooting:
product/service companies use customer support services to resolve customer issues while using their product/service. Complete knowledge of the product/service is essential for this role.
Call centers and support:
providing helpful information, answering customer queries, and responding to complaints are some of the functions of customer service and support. Good listening and communication skills are a must to work in customer service.
Email support:
emails from customers requesting information or lodging complaints are answered by the customer service team. Email responses are provided for resolving their issues, clarifying on requested information, or routing it to the concerned authority.
Roles in Customer Service and Support
customer service representatives resolve issues, take orders, handle returns, and proactively provide information about the company’s offerings.
Answering inbound calls, resolving complaints, processing transactions, and generating customer interest in products offered by the company are their responsibility.
overseeing the work of junior customer service representatives and successful onboarding and training of new service agents are part of their job
supervision of customer service teams, successful onboarding, training of new hires, and contributing to the hiring process are their duties
they specialize in troubleshooting technical issues with the product or services by researching, diagnosing, and identifying solutions.
responding to customer’s queries and resolving the product or services issues is part of customer support representative work.
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:
Key Differentiators
Fully customizable skill library:
Pre-employment skill assessment tests from SkillRobo can be fully customized according to the role and skill level of the candidate being hired. Customer service assessment test helps evaluate key skills of customer service personnel.
Safe and Secure browser environment:
the customer service skills assessment tests are conducted in a safe browser environment that tracks all the online activity of the candidate during the test to ensure that no fraud or cheating occurs.
Online assessments:
the customer service online assessment test is easy to administer. The hiring team has to send the test link via email to the candidate. Candidates can take up the tests at their convenient time and place
Reporting and Analytics:
SkillRobo provides instant performance reports and analytics to the hiring team about the candidate’s performance. The report specifies the performance in job-related skill areas, cognitive ability tests, and behavioral traits.
Hire effectively for customer service and support roles with SkillRobo.