Role
E-commerce Customer Support
The hiring challenge
Support attends, by chat, email and social media, customers upset over a late delivery or a faulty product, often several at once and in writing. The challenge is to write with clarity and empathy across several simultaneous cases, without falling into robotic replies or losing emotional control in front of the customer who insults.
What to assess
Clear written communication, customer orientation and self-control while attending multiple upset cases in parallel.
How we build the mix
In this role the central filter is not the cognitive side, but disposition, the way people relate and self-control. The mix is built by prioritizing the role's competencies.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for e-commerce customer support
6 assessments · variable time. Suggested guide: adjust it to your process.
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Helps observe customer orientation and the quality of service.
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Helps observe clarity in communicating and the quality of dealing with others.
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Helps observe impulse management and calm in tense situations in the role.
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Helps observe emotional handling and resilience under the pressure of the role.
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Helps observe the service vocation and the sustained warm treatment of the customer.
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adds signal on the treatment style and the reaction to tense interactions
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.