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Audit

General

Proven customer support experience

Strong phone contact handling skills and active listening

Familiar with CRM systems and practices

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

Excellent communication and presentation skills

Ability to multi-task, prioritize and manage time effectively

Technical

Customer Service

Product Knowledge

Quality Focus

Market Knowledge

Documentation Skills

Listening Skills

Phone Skills

Resolving Conflict

Multitask

Negotiation

Attention to Detail

Analysis

Computer Skills

Behavioural

Patience

Positive Attitude

People Oriented

Problem Solving

Organizational

Organizational Skills

Adaptability

Ability to Work Under Pressure

Initiative

Teamwork

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

HR Representative (Full Name and Signature)

Customer Representative Competency Assessment Checklist

Created by: SafetyCulture Staff | Industry: General | Downloads: 26

This customer representative competency assessment template is used to measure a candidate’s suitability for a customer representative role. It helps measure the technical, behavioral, and organizational background of a candidate, checking if the candidate meets the criteria set by the company.

Signup for a free iAuditor account to download and edit this checklist. It will be added to your free account and you will be able to conduct inspections from your mobile device.

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Audit

General

Proven customer support experience

Strong phone contact handling skills and active listening

Familiar with CRM systems and practices

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

Excellent communication and presentation skills

Ability to multi-task, prioritize and manage time effectively

Technical

Customer Service

Product Knowledge

Quality Focus

Market Knowledge

Documentation Skills

Listening Skills

Phone Skills

Resolving Conflict

Multitask

Negotiation

Attention to Detail

Analysis

Computer Skills

Behavioural

Patience

Positive Attitude

People Oriented

Problem Solving

Organizational

Organizational Skills

Adaptability

Ability to Work Under Pressure

Initiative

Teamwork

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

HR Representative (Full Name and Signature)