Customer Representative Competency Assessment

• Job Post

• Candidate Name

• Conducted on (Date and Time)

  Date

• HR Representative

General

• Proven customer support experience

  ✔

  ✖

  N/A

• Strong phone contact handling skills and active listening

  ✔

  ✖

  N/A

• Familiar with CRM systems and practices

  ✔

  ✖

  N/A

• Customer orientation and ability to adapt/respond to different types of characters

  ✔

  ✖

  N/A

• Excellent communication and presentation skills

  ✔

  ✖

  N/A

• Ability to multi-task, prioritize and manage time effectively

  ✔

  ✖

  N/A

Technical

• Customer Service

  ✔

  ✖

  N/A

• Product Knowledge

  ✔

  ✖

  N/A

• Quality Focus

  ✔

  ✖

  N/A

• Market Knowledge

  ✔

  ✖

  N/A

• Documentation Skills

  ✔

  ✖

  N/A

• Listening Skills

  ✔

  ✖

  N/A

• Phone Skills

  ✔

  ✖

  N/A

• Resolving Conflict

  ✔

  ✖

  N/A

• Multitask

  ✔

  ✖

  N/A

• Negotiation

  ✔

  ✖

  N/A

• Attention to Detail

  ✔

  ✖

  N/A

• Analysis

  ✔

  ✖

  N/A

• Computer Skills

  ✔

  ✖

  N/A

Behavioural

• Patience

  ✔

  ✖

  N/A

• Positive Attitude

  ✔

  ✖

  N/A

• People Oriented

  ✔

  ✖

  N/A

• Problem Solving

  ✔

  ✖

  N/A

Organizational

• Organizational Skills

  ✔

  ✖

  N/A

• Adaptability

  ✔

  ✖

  N/A

• Ability to Work Under Pressure

  ✔

  ✖

  N/A

• Initiative

  ✔

  ✖

  N/A

• Teamwork

  ✔

  ✖

  N/A

Completion

• Reference Guide:
  • Look at the total score above and select the relevant overall competency rating:
  
  Competent: 90-100%
  Needs Work: 40-89%
  Not suitable: 0-39%

• Recommendations / Overall Competency Assessment Rating

  Competent

  Needs Work

  Not suitable

• HR Representative (Full Name and Signature)

  Sign