Role
Customer Service / Retention Representative
The hiring challenge
They serve and retain upset customers at high volume. The challenge is sustaining good treatment and the ability to resolve when difficult calls come in one after another.
What to assess
Service orientation, emotional self-control, communication and some commercial orientation to retain.
How we build the mix
A person with higher cognitive ability tends to learn faster, reason better and adapt to new problems. For this role it is a good base for the mix.
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 customer service / retention representative
5 assessments · variable time. Suggested guide: adjust it to your process.
-
People with greater learning capacity tend to master plans, systems and case handling faster.
-
Helps observe customer orientation and the quality of service.
-
Helps observe impulse control and composure in tense situations of the role.
-
Helps observe clarity when communicating and the quality of how they treat others.
-
Helps observe orientation to commercial results and understanding of the business.
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.